How AI call transfers work
When your AI voice agent can't resolve a call — or when a customer asks to speak with a person — it can transfer the call to a live agent. The transfer includes the conversation context (what the customer asked, what the AI discussed) so your team doesn't have to start from scratch.
The dedicated number requirement
AI call transfers require a separate, dedicated phone number for each transfer destination. This is different from your main inbound number.
Why? The AI agent initiates a new call to the transfer number and bridges the two calls together. It can't transfer internally on the same number — it needs a second line to connect to.
Cost: Each additional number is $9/month (540 credits included).
Example setups
Simple (one transfer destination):
Main number → AI Agent answers → transfers to → General support number (rings your team)
Multi-team (two or more transfer destinations):
Main number → AI Agent answers → transfers to:
- Support number (rings support team)
- Sales number (rings sales team)
The AI determines which team based on the caller's intent and your behavioral guidelines.
Setting up transfers
Step 1: Provision a transfer number
Go to Phone Numbers > Add Number
Choose the same type as your main number (toll-free or local)
Name it clearly — e.g., "Support Transfer Line" or "Sales Transfer Line" (this name shows in transfer logs)
This number does not need its own AI agent or campaign — it's purely a transfer destination
Step 2: Configure transfer in AI agent settings
Go to AI Agents > select your agent
In the Transfer configuration, add your transfer number(s)
Build a clear prompt for each transfer destination :
Transfer to this line for all general support inquiries, product returns, refund request or
Transfer to this line for any sales and purchase inquiry, getting new products
The AI will now offer to transfer when appropriate
Step 3: [Optional] Set transfer triggers in behavioral guidelines
Add clear instructions to your agent's behavioral guidelines about when to transfer:
Example guidelines:
Transfer the call to a live agent when:
- The customer explicitly asks to speak with a person
- The customer mentions a chargeback, dispute, or legal issue
- The issue requires accessing systems the AI doesn't have (e.g., modifying a subscription)
- The customer has been on the call for more than 3 minutes without resolution
- The customer sounds frustrated or repeats the same question
Before transferring, say: "Let me connect you with our team. I'll share everything we've discussed so they can pick up right where we left off."
Best practices
Name your transfer numbers clearly. When a transfer shows up in call logs and help desk tickets, the number name helps your team know the context.
Don't loop transfers back to AI. If the transfer number goes unanswered, send to voicemail — not back to the AI agent. A customer who asked for a human doesn't want to talk to the AI again.
Test the full transfer flow. After setup:
Call your main number
Ask the AI to transfer you
Verify the transfer connects and your team receives the context summary
Check that the call appears correctly in your call history
Monitor transfer rates. If your AI transfers more than 25–30% of calls, your knowledge base likely needs improvement. Check what questions trigger transfers and add that information to your KB.
Integrations
When transfers happen, the full call record (including the AI conversation + the human conversation) is logged to your connected help desk:
Gorgias: Creates a ticket with AI summary, call recording, and a "transfer" tag
Zendesk: Creates a ticket with call details
Kustomer: Creates a conversation with AI summary
Troubleshooting
Transfer fails / rings but nobody picks up: Check that the transfer number has agents assigned and that those agents are logged in and available.
AI never offers to transfer: Review your behavioral guidelines — the AI needs explicit instructions about when to transfer. Without guidelines, it will try to resolve every call itself.
Customer gets transferred to AI again: The transfer number's routing is set to "Route to AI Agent" instead of "Ring agents." Change it on the transfer number's detail page.
Related articles
Setting up your AI Voice Agent — creating and configuring your agent before setting up transfers
Configuring business hours & inbound routing — the recommended never-miss-a-call pattern
Managing multiple phone numbers — transfer destinations require additional numbers