In advanced call flows, it’s common to switch the handling agent, transferring the conversation from one AI agent to another. Agent Transfer (also known as Agent Swap) enables you to modularize tasks and re-use specialized agents without relying on traditional phone-based transfers. Examples include:
  • Transferring from a front-desk agent to an appointment-booking agent based on task.
  • Transferring from an agent speaking one language to another agent handling a different language, based on user preference.

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Why Use Agent Transfer Instead of Call Transfer?

Compared to transferring to another agent using transfer call, Agent Transfer offers significant advantages:
  • Lower Latency: The transition between agents is near-instant, much lower than transfer call.
  • Better Reliability: No need to create a new phone call, avoiding potential telephony failures.
  • No Handoff Message Needed: The destination agent has access to the full conversation history, eliminating the need for adding hand-off messages or repeated customer questions.

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Steps

1

Add Agent Transfer Tool

Click Add in the tools section and select “Agent Transfer” from the dropdown menu.
2

Configure Details

You can configure the following main settings:
  • Transfer agent: the ID and version of a specific agent to transfer to. You can select the latest version as well.
  • Speak during execution and messages: if the agent should speak something while performing the transfer.
  • Post call analysis setting: for post-call analysis, only extract dynamic variables for the transferred agent, or both agents.
3

Update the Prompt to Enable Agent Transfer

Ensure the AI agent knows when and why to trigger the agent transfer. Add clear instructions in the prompt such as:
  • "If the user asks to book an appointment, use the agent_transfer tool to transfer to the Appointment Agent."
4

Test and Debug

You can test agent transfer both in web call and playground.