Hand the call to another agent
Let a receptionist agent pass the caller to a specialised agent without hanging up.
With Agent Transfer one voice agent passes the caller to another of your agents during the call — a receptionist sends pricing questions to the sales agent and technical ones to support. The caller stays on the line.
Set it up
- Have both agents ready
Create and test the agent that takes the call over first. It must be in the same account.
- Add Agent Transfer
Open the first agent → Actions → Add Tool → Call & messages → Agent Transfer.
- Fill in the tool
Field What to enter Tool Name e.g. Transfer to Sales Target Agent The agent that takes the call over Transfer Condition When to transfer, e.g. when the caller asks about pricing or wants to buy
Add one Agent Transfer per target agent, each with its own condition.
What the caller hears
The first agent says it is passing them on, and the target agent continues the same call with its own voice, prompt and knowledge. The call log keeps the whole call; the transfer appears in its details.
Use cases
- One number, several specialists — a receptionist answers and routes to sales, support or bookings.
- Languages — a German receptionist hands Turkish-speaking callers to an agent set up for them.
- Qualification first — a lead qualifier asks the questions and hands qualified leads to the sales agent.
If the hand-over needs logic — check a value, branch, come back — build it as a workflow with subagent steps.
Common problems
| Problem | What to check |
|---|---|
| The transfer never happens | The Transfer Condition is too vague — name the topic or request |
| The second agent starts from zero | Tell it in its prompt that it may be joining a call already in progress |