Call Transfer Tools: Cold & Warm Transfers for Your AI Assistant

The transfer call tool is a powerhouse for any business that wants to route calls between departments, escalate to a human, or handle specialized requests—all directly from your AI assistant.

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Setting Up a Call Transfer Tool

1. Open Manage Tools:
   Go to your AI editor, open Tools & Abilities, and click on Manage Tools.
   
   

2. Create a New Transfer Tool:
   
   

   • Click Transfer Call, then Create New Tool.
     
     

   • Name your tool uniquely (e.g., transfer_to_receptionist).
     
     

   • Add a clear description:
     “Use this tool to transfer the call to the receptionist every time the user requests to talk to a human.”
     
     

   • Transfer Number:
     
     

     • Input a static number (RAW Format), or
       
       

     • Use a destination prompt for dynamic routing (e.g., by department, product, or issue type).
       
       

3. Advanced Routing:
   If you have many departments but want to avoid dozens of tools, use the destination prompt to let the AI select the right transfer number based on the situation.
   
   

4. Caller ID Setting:
   
   

   • Enable contact number as caller ID to ensure the receiving department sees the original caller’s number.
     
     

   • Disabling this can cause confusion if numbers are being forwarded or transferred repeatedly.
     
     

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Warm Transfer vs. Cold Transfer

• Cold Transfer:
  The AI connects the call to the new department, then immediately drops off. This is a fast hand-off but can feel abrupt.
  
  

• Warm Transfer:
  The AI stays on the line, introduces the caller to the receiving associate (using a custom warm transfer prompt), and only disconnects after the introduction—or even remains on the line till the end.
  
  

  • Customize the warm transfer prompt to match your business’s preferred hand-off flow.
    
    

  • Note: Warm transfers can double-bill minutes since both AI and human are on the call until it ends.
    
    

📞 Tip: Use warm transfer for a smooth, personal experience, but monitor usage to avoid extra costs from longer AI connection times.

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Prompt Integration

• Always copy the tool name (e.g., transfer_to_receptionist) into your main prompt.
  
  

• Include a clear description of when and why the AI should use the tool.
  
  

• For dynamic routing, clearly outline in your prompt how to select the transfer target (e.g., by department name).