Overview
Live Transfers let your assistant automatically transfer a caller to a real phone number based on a specific trigger phrase. You can create up to 50 transfer scenarios per assistant. Transfers can be reused across assistants, or kept specific to one.Configure Live Transfers
On the Live Transfer Management page, click Add Live Transfer to get started. You’ll see two options:- Create New Live Transfer: Set up a new transfer scenario
- Use Existing Live Transfer: Select a transfer already created for another assistant
Fields Explained
Live Transfer Name
Add a short, descriptive name for this transfer. This is just for your reference in the dashboard.Trigger Phrase
Enter the phrase that the assistant should recognize to initiate the transfer. This might be something like:"I'd like to speak to someone""Talk to an agent""Transfer me to billing"
Trigger phrases are used by the AI to understand intent, not just exact wording.
For example, if you enter a trigger phrase like “speak to an employee,” the assistant will also recognize variations such as “talk to a human” or “get me to a person.”
For example, if you enter a trigger phrase like “speak to an employee,” the assistant will also recognize variations such as “talk to a human” or “get me to a person.”
Transfer Pattern
This is the dial pattern the assistant will use to trigger the transfer. For example:1# means the user will press 1 followed by the pound key.
Transfer Phone Number
The phone number the assistant will transfer the call to. Use a valid 10-digit number.Reusable
Check this box if you want to make this transfer available to other assistants.If you don’t see an existing live transfer that you already created, check to make sure you have the “reusable” checkbox turned on.
Response Message
This is what the assistant will say right after the trigger phrase is detected and the transfer begins.Example:
Press 1 followed by the pound key to be transferred.
Warm Transfers
Warm transfers allow your assistant to brief the person receiving the call before or after they connect with the caller. This reduces the need for customers to repeat themselves and makes handoffs feel seamless. You can configure warm transfer behavior in the settings for each live transfer.Staff Briefing (Whisper)
Only the person receiving the call hears a summary of the conversation or a static message (e.g., “Transferring a caller from AI assistant”). The caller does not hear this.Post-Connection Message
Both the caller and the receiving person hear the summary or static message after the call connects. This is useful when transparency is preferred.Combination
You can use a whisper and a post-connection message together — for example, briefing the staff member privately first, then playing a message for both parties.Warm transfers require the new phone system. If your assistant has not yet been migrated, warm transfers will not be available. Contact support if you’d like to be migrated.
Caller ID Forwarding
How the caller’s phone number is forwarded depends on the type of transfer:| Transfer Type | Forwards Caller ID |
|---|---|
| Cold transfer | Yes |
| Cold transfer with extension | No |
| Warm transfer | No |
Managing Transfers
Once created, your transfers will appear in the table. You can view:- Name
- Trigger Phrase
- Transfer Pattern
- Phone Number
- Reusability
- Staff Briefing (active vs inactive)
- Post-Connection (active vs inactive)
- Active Agents
- Actions (edit or delete)