How do I create a Transfer Call tool for an AI agent?

Create a Transfer Call tool when an AI agent should route a live call to a person, team, agent, or phone number.

Before you start

• Decide each destination the agent should be able to transfer to.

• Create clear identifiers, such as sales, support, or out_of_hours.

Steps

1. Open Agents.

2. Click Tools.

3. Select Create tool.

4. Choose Transfer call.

5. Enter a tool name and save.

6. Update the label and description if needed.

7. Click Add transfer option.

8. Enter an identifier.

9. Select the transfer type: user, team, agent, or phone number.

10. Set the destination value.

11. Optionally select a target channel.

12. Repeat for additional transfer options.

13. Save the tool.

14. Add the tool to the agent and update instructions with when to use each identifier.

Troubleshooting

• If the call does not transfer, verify the destination configuration.

• If the wrong destination is reached, make identifiers unique and specific.