Transferring Phone Calls with Your AI Assistant
In order to get your AI Assistant to transfer a phone call, you must first create a custom tool which instructs your AI Assistant where to transfer the call to and under which conditions. Then once you create the tool, you must add the tool to your assistant.
Step 1. Go to Tools & Abilities and select "Create New Tool" then select the "Transfer Call" option.
Step 2. Define the parameters of the tool.
Step 3. Remember to add the tool to your assistant
What is a Warm Transfer?
A warm transfer allows the AI Assistant to pass an active call to a human team member while providing key context about the conversation. Before completing the transfer, the AI informs the team member about who’s calling and why—ensuring a smoother and more professional handoff than a cold transfer, where no introduction or context is given. If the human is unavailable, the AI can route the call appropriately or offer to take a message.
AI-Powered Dynamic Transfers
You can have the AI dynamically fill out where to transfer the call to based on instructions or a transfer matrix in the prompt. This can be helpful if you have several numbers that may need to be used.