> ## Documentation Index
> Fetch the complete documentation index at: https://docs.talkchief.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Transfer AI agent calls to people | TalkChief

> Use the TalkChief Transfer Directory to let AI voice agents hand callers to approved people and queues, and set each agent's default destination.

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.

<Note>
  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.
</Note>

## Add destinations to the Transfer Directory

<Steps>
  <Step title="Open the directory">
    In the agents workspace sidebar, under **Library**, click **Transfer Directory**.
  </Step>

  <Step title="Add a destination">
    Click **Add destination** and fill in the form.
  </Step>

  <Step title="Save">
    Click **Add destination** to save it.
  </Step>
</Steps>

| Field | What to enter |
| - | - |
| **Destination name** (required) | The name callers and the agent use, for example "Billing team" |
| **Extension or queue** (required) | The TalkChief extension or queue to transfer to |
| **Department** | Optional grouping, for example "Customer success" |
| **When should agents route calls here?** (required) | A clear routing note, for example "Use for refund requests or when the caller asks for a manager" |
| **Available for assigned agents** | Clear this to pause the destination without deleting it |

<Frame>
  <img src="https://mintcdn.com/talkchief/t7PqWxB7x25SLoj2/images/docs/transfer-directory.png?fit=max&auto=format&n=t7PqWxB7x25SLoj2&q=85&s=a8480b79dbfdb2797f78159890e14ee1" alt="The Transfer Directory table with three fake destinations, their extensions, departments, Available status, and inbound agent checkboxes." width="1440" height="900" data-path="images/docs/transfer-directory.png" />
</Frame>

<Tip>
  Write routing notes the way you would brief a receptionist. The agent matches the caller's request against the name, department, and note.
</Tip>

## 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.

## 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.

<Warning>
  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.
</Warning>

## 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**.

## 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.

## FAQ

<AccordionGroup>
  <Accordion title="Do transfer destinations count toward the voice actions limit?">
    All destinations share one transfer slot, so adding more destinations does not use more slots. See [Voice actions limit](/ai-agents/tools-and-integrations#voice-actions-limit).
  </Accordion>

  <Accordion title="Can a caller ask to be transferred to any extension?">
    No. The agent only transfers to destinations assigned to it.
  </Accordion>

  <Accordion title="What happens if I remove a destination?">
    Agents can no longer transfer to it. Removing it from one agent only affects that agent.
  </Accordion>
</AccordionGroup>

## Related pages

<CardGroup cols={2}>
  <Card title="Tools and integrations" icon="screwdriver-wrench" href="/ai-agents/tools-and-integrations">
    Turn on call controls and other tools.
  </Card>

  <Card title="Call reports" icon="file-lines" href="/ai-agents/call-reports">
    Review transferred calls.
  </Card>
</CardGroup>


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