☎️ AI Call Transfer Not Working? Troubleshooting Guide

1. Check the Tool Connection

• Go to your AI Assistant > Tools and Abilities > Manage Tools > Transfer Call tab.
  
  

• Is your transfer tool set up? If not, follow the setup documentation.
  
  

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2. Prompt Mentions the Tool Name

• In your Main Prompt:
  

  • Make sure you explicitly reference the transfer tool’s name.
    
    

  • Example:

    • If your tool is called Transfer_to_Receptionist, your prompt should read something like:
      ...transfer the call to our team using Transfer_to_Receptionist.
      
      

• Format:
  

  • Use the exact tool name (case sensitive, underscores, etc.) as shown in the Tools section.
    
    

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3. Transfer Number is in Raw Format

• In the transfer tool settings, the destination number must be in raw format:
  
  

  • Example: +12342342345
    
    

  • No spaces, no hyphens, no extra characters—just + and the country code followed by digits.
    
    

• If the number isn’t in this format, the transfer may fail or not initiate at all.
  
  

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4. Transfer Destination Prompt (If Routing Dynamically)

• If you’re using the AI to dynamically pick a transfer target:
  
  

  • The Transfer Destination Prompt should clearly describe:
    
    

    • When to transfer
      
      

    • The department/person name
      
      

    • The raw phone number to use
      
      

Format Example:

If the user says they need tech support, transfer the call to Tech Support at +15556667777.

If the user says they need billing, transfer the call to Billing Department at +15559998888.

• Place the number directly after the department/person in the same line for clarity.
  
  

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5. Description Field in the Tool

• Clear, concise description:
  
  

  • E.g., “Use this tool to transfer the call to the receptionist every time the user asks to talk to a human. Transfer to +12342342345.”
    
    

• No need to list every possible outcome if only one number is used. For multiple, use the destination prompt as above.
  
  

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6. Saving and Testing

• Click Save Changes after editing either the tool or the prompt.
  
  

• Test a transfer:
  
  

  • Try a real conversation and trigger the transfer condition.
    
    

  • Watch what happens in the call log/inbox to see if the transfer is attempted or fails.
    
    

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7. If Transfer Still Fails…

• Check your telephony provider’s requirements (Twilio, Telnyx, etc.) for any restrictions on transferring.
  
  

• Check platform logs/call center:
  
  

  • Is there an error message like “invalid number” or “transfer failed”?
    
    

• If using a warm transfer, be aware this may require double billing (AI stays on the line).
  
  

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✅ Final Checklist

 

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🛠️ If you need help:

• Send the exact error or log output you’re seeing.
  
  

• Tell me if you’re using static or dynamic transfer.
  
  

• Confirm if you’re using warm transfer or regular transfer.
  
  

• Let me know which provider (Twilio, etc.) if relevant.