Feature
Hand off to a human with full context
When the conversation reaches the edge of what the agent can handle, it transfers the call to a real person. The handoff includes full context: who the caller is, what they asked, and where the conversation left off.
01 · Warm
Warm Transfer
The agent briefs the human before connecting. No repeated questions, no lost context. The caller stays on the line while the handoff happens.
02 · Cold
Cold Transfer
Instant redirect to a specific number or extension. Useful for known routing paths like emergency escalation or department transfers.
03 · Context
Context Forwarding
Extracted caller details, conversation summary, and state information are passed to the receiving agent via webhook or SIP headers.
Setup
How it works
Add a Transfer node
Drop a Call Transfer node into your flow in the visual editor. Connect it to the states that should trigger a handoff.
Configure routing
Set the destination number, department, or SIP endpoint. Define what context to forward: caller name, account ID, conversation summary.
Set trigger conditions
Configure when the transfer fires: after a specific question, on caller request, or when the agent detects it can't resolve the issue.
Test the handoff
Use the built-in voice tester to simulate a transfer. Verify the context arrives correctly on the receiving end.
FAQ
Common questions
No. The agent plays hold audio or a brief message ('Let me connect you to a team member') while the transfer is being set up. The experience is seamless.
Yes. Any valid phone number works: landline, mobile, or SIP endpoint. The transfer uses Twilio's call forwarding infrastructure.
Yes, if configured. The transcript, extracted variables, and a conversation summary can be forwarded via webhook to your CRM or ticketing system.
Try Call Transfer in under an hour
$20 free credits. No card required. Test it on a real Australian number.