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

# Transfer Call

## Overview

This guide explains how to set up call transfer functionality in the AI Agent system, enabling both cold and warm transfers to human agents or other numbers.

## Types of Call Transfers

### Cold Transfer (Blind Transfer)

* Immediately redirects the caller without introduction
* Suitable for simple redirections and high-volume environments
* No context sharing with receiving agent

### Warm Transfer (Announced Transfer)

* Includes briefing the receiving agent before connecting
* Better for complex issues and VIP customers
* Preserves conversation context

<Info>All call recordings and transcription will end once the call is transferred.</Info>

<video controls className="w-full aspect-video" src="https://mintcdn.com/truflow-1db4bca2/k3SruvTIJGg-EAtU/images/actions/transfer_call.mp4?fit=max&auto=format&n=k3SruvTIJGg-EAtU&q=85&s=e8fe10c821bab2b5f21f0629cff2a30c" data-path="images/actions/transfer_call.mp4" />

## Configuration Steps

### 1. Access Actions Menu

1. Navigate to the AI Agent section
2. Locate and click on the **"Actions"** tab
3. This will display the current list of available actions

### 2. Create New Transfer Action

1. Click the **"Add Action"** button
2. From the dropdown menu, select **"Transfer call"**

### 3. Configure Transfer Settings

#### Enter Action Details

1. Provide a descriptive name (e.g., "Transfer to Support")
2. Input the destination phone number in E.164 format:
   * Structure: `+(country code)(number)`
   * Example: `+12512500508`

#### When Should the Transfer Happen?

* Define specific conditions and situations for transfer
* Examples:
  * "Transfer when customer explicitly asks for human agent"
  * "Transfer if customer mentions technical issues with login"
  * "Transfer if customer shows signs of frustration"
  * "Transfer for billing disputes over \$500"

#### Delay Settings

* Configure artificial delay before transfer
* Allows AI to complete farewell message
* Recommended: 2-3 seconds for natural conversation flow

#### Select Transfer Type

##### Option 1: Cold Transfer

* Configure "Speak during transfer" message
* Example messages:
  * "Please hold while I transfer you to our support team"
  * "I'm connecting you with a specialist. One moment please"
  * "Transferring you now, please stay on the line"

##### Option 2: Warm Transfer

* Configure AI briefing instructions
* Example briefing format:
  * "Customer name and account details"
  * "Brief summary of the issue discussed"
  * "Any relevant account history or context"
  * "Reason for transfer"
  * "Actions already taken by AI"

### 4. Save Configuration

* Review all settings
* Click "Add Action" to save
* Test transfer flow in sandbox environment

## Best Practices

* Keep transfer conditions specific and measurable
* Use clear, professional transfer messages
* Set appropriate delays for natural conversation
* For warm transfers, keep briefings concise but informative
* Regular testing of transfer flows

## Tips

* Update transfer conditions based on customer feedback
* Monitor transfer success rates
* Maintain backup transfer options
* Regularly review and update transfer messages