Documentation Index
Fetch the complete documentation index at: https://docs.replify.ai/llms.txt
Use this file to discover all available pages before exploring further.
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. When creating or editing a transfer, choose Warm Handoff under Transfer Type.Staff Briefing (Whisper)
Only the person receiving the call hears a message before the caller connects. The caller does not hear this. You can choose between:- Static — a fixed message that plays every time (e.g., “Transferring a caller from AI assistant”)
- AI-Generated — a prompt that tells the AI what to say, such as “Summarize the conversation quickly, in less than 2 sentences, focusing on what is important for the staff member to know to assist the customer”
Post-Connection Message
Both the caller and the receiving person hear a message after the call connects. This is useful when transparency is preferred. You can choose between:- Static — a fixed message (e.g., “You are now connected”)
- AI-Generated — a prompt for the AI to generate a contextual message
Combination
You can use a whisper and a post-connection message together — for example, an AI-generated briefing whispered privately to the staff member, followed by a static “You are now connected” message for both parties.Hold Experience
Choose what the caller hears while waiting to be connected during a warm transfer. Options include a ringing tone, hold music, or silence.Seconds Before Voicemail Starts
Optionally set a time limit for how long the transfer rings before the call goes to voicemail.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)