When experiencing call transfer issues, follow these troubleshooting steps to identify and resolve common problems.

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(Single / multi prompt only) If call transfer is not triggered

1

Verify transfer_call function implementation

  1. Check your agent configuration
  2. Confirm that you’ve added the transfer_call function to your agent’s function list
  3. Visit Function Calling Guide for more details how to implement the function
2

Confirm call type

  1. Note that call transfer is only supported for phone calls, not web calls
3

Review transfer conditions

  1. Update your agent’s prompt to clearly define transfer conditions
  2. Ensure the transfer_call function description is specific and unambiguous
  3. Test with sample scenarios to validate transfer triggers

For more detailed guidance on specific features, vist Call Transfer Setup.

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If call transfer is triggered, but failed

Call transfer is similar to placing an outbound call, and the reason it failed is similar to the reason why outbound call is not successful.

Please refer to Understand Reasons for Outbound Call Failure for more details.