Call transfer for Voice Agent

This guide demonstrates how to set up and use the call routing/transfer system to integrate with Workflows and enable automated call transfers to human agents.

Accessing Workflows

From the agent overview page:

1. Select a Chat Agent from the Chat Agents sidebar and click Edit Chat Agent

1. At the top of the agent overview page, click Workflows.

1. You will be taken to the Workflows list page, then click Create Custom to open the workflow editor.

1. Creating a Custom Workflow

Give your workflow a clear and descriptive name (for example, “Call Transfer”) and provide a brief description that explains its purpose, how it works, and what outcome it is designed to achieve.

2. Add a Conversation Task

Drag and drop a “Task” element into your workflow, then fill in the task name and description, and add bot instructions that define how the call should be handled, such as conversing with the user based on their needs and allowing them to request a human agent when needed.

3. Add Transfer Function

Place a “Function” element after your conversation task, fill in the function name and description, and then click Select Tool.

4. Configure the Transfer Tool

In the Select Function Tool options, choose “Transfer Call” and configure the phone number if needed.

Once you have assigned a phone number to your bot, you can proceed to configure the Transfer Call settings by filling in the Phone Number to Transfer To field, selecting the Transfer Type, setting the Timeout, and choosing whether to enable Call Recording, then click “Save & Add Tool”.

5. Save and Attach Workflow

After that, save your complete workflow. The workflow should now appear in your workflow list. Finally, attach this workflow to your bot.