Artificial Intelligence · 1 min read
Voice AI: Agent Transfer
Agent Transfer lets one Voice AI agent hand a live call to another Voice AI agent. The caller stays on the line and the conversation continues.
It works with a root agent and destination agents. The call starts with the root agent. When the caller asks for something a destination agent handles, such as billing, the root agent transfers the call.
Agent Transfer or Call Transfer?
- Agent Transfer sends the call to another Voice AI agent.
- Call Transfer sends the call to a person or a phone number.
Set up Agent Transfer
- Create the destination agents first, each with a focused job.
- Go to AI Agents > Voice AI and open the root agent.
- Add the Agent Transfer action.
- Choose a destination agent.
- Describe when to transfer, such as "When the caller asks about an invoice or payment."
- Add more destination agents if needed.
- Save and test.
Tips
- Make transfer conditions clearly different from each other.
- Give each destination agent the context it needs in its own instructions.
- Test every transfer path with a call.