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An agent can transfer a caller to a person or queue. It can only use destinations you approve in the Transfer Directory. A caller cannot make the agent dial any other number.
When a transfer completes, the AI part of the call ends. Charging stops at the transfer, so minutes with a person are not billed as AI time.

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Add destinations to the Transfer Directory

1

Open the directory

In the agents workspace sidebar, under Library, click Transfer Directory.
2

Add a destination

Click Add destination and fill in the form.
3

Save

Click Add destination to save it.
The Transfer Directory table with three fake destinations, their extensions, departments, Available status, and inbound agent checkboxes.
Write routing notes the way you would brief a receptionist. The agent matches the caller’s request against the name, department, and note.

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Grant destinations to an inbound agent

You can grant access from either place:
  • From the directory: in the Inbound agents column, select each agent that may transfer to the destination.
  • From the agent: open the agent, go to Skills & tools, then Transfers. Click Assign to agent on each destination.

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Set the default destination

Each agent has one default destination. The agent uses it only when a caller asks for “a person” without naming a team or role. In the agent’s Transfers tab, click Use for generic requests on the destination you want. It shows the Generic-human fallback badge.
If an agent has no assigned destination, it politely refuses every transfer request. Assign at least one destination to agents that should hand callers to people.

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Transfers in outbound campaigns

Campaigns choose their own destinations. Open the campaign, go to Knowledge & actions, and find Live transfer directory.
  • Pick a directory entry in Add workspace destination… and click Add destination.
  • Or enter a name and number, then click Create & add.

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Check a transfer

After a test call, open the call in Call reports. A transferred call shows Transferred to a human with the destination and time. The AI time shows where AI charging stopped.

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FAQ

All destinations share one transfer slot, so adding more destinations does not use more slots. See Voice actions limit.
No. The agent only transfers to destinations assigned to it.
Agents can no longer transfer to it. Removing it from one agent only affects that agent.

Tools and integrations

Turn on call controls and other tools.

Call reports

Review transferred calls.