Transfer call

Click ”+ Add” in the tools section and select “Transfer Call” from the dropdown menu.

Define specific conditions under which the call should be transferred. For example:

• If the user is angry, transfer the call to a human agent.

Enhance the agent’s understanding by incorporating the transfer call conditions into the prompt. Include specific instructions such as:

“If the user is angry or frustrated, use the transfer_call tool to transfer the conversation to a human agent.”

Choose between cold transfer or warm transfer:

• Cold transfer: The call is transferred to a human agent without any prior information about the user.
• Warm transfer: The call is transferred to a human agent, and when connected, our AI will provide a call summary to the next agent. Both user and the next agent will hear the call summary.

For cold transfers, you can configure how the caller ID appears to the next agent:

• Retell Agent’s number: The next agent will see the Retell agent’s number
• Transferree’s Number: The next agent will see the number that the user is calling from