Transfer

Connect callers to a human agent by transferring the call to a phone number.

Overview

The Transfer node forwards calls to a designated phone number when human assistance is needed. Use this node when your IVA should hand off the conversation to a live agent, support team, or external department. It provides a seamless transition from automated assistance to human help.

Configuration

Destination Number

Type: text Required: Yes

The phone number where calls will be transferred. This is the primary number your callers will be connected to.

Format: Use E.164 international format for best compatibility:

• Start with + followed by country code
• No spaces, dashes, or parentheses
• US example: +15551234567
• UK example: +442071234567

Example:

+15551234567

Outbound Caller ID

Type: select Required: No Default: Passthrough (caller’s number)

Controls what phone number the transfer recipient sees on their phone when the call arrives.

Options:

• Passthrough (caller’s number) - The person receiving the transfer sees the original caller’s phone number. Best for maintaining caller context.
• IVA Number (your number) - The person receiving the transfer sees your IVA phone number. Useful when you want all transferred calls to appear from a single source.

Fallback Number

Type: text Required: No

A backup phone number to try if the primary destination cannot be reached. This could be a voicemail line, alternative department, or after-hours service.

Example:

+15559876543

Fallback Message

Type: text Required: No

A message spoken to the caller before connecting them to the fallback number. Use this to explain why they are being redirected.

Example:

All representatives are currently busy. You will be transferred to voicemail.

How It Works

1. Caller reaches transfer point - Based on your flow design, the IVA determines that human assistance is needed
2. Transfer initiates - The system begins connecting the caller to your destination number
3. Call connects - The caller is connected to the destination phone number
4. IVA conversation ends - Once transferred, the automated portion concludes and the caller speaks directly with a human

If the transfer fails:

1. The system attempts to reach the fallback number (if configured)
2. The fallback message plays before connecting (if configured)
3. The caller is connected to the backup destination

Connection Rules

Important: Transfer nodes are usually terminal points in your flow. Once a call is transferred to a human, the IVA’s work is complete.

Examples

Basic Example

Scenario: Direct transfer to your sales team

A simple setup that transfers all callers who need sales assistance to your sales hotline.

Configuration:

• Destination Number: +15551234567
• Outbound Caller ID: Passthrough (caller's number)

Flow pattern:

Start --> Query Processor --> Transfer (Sales Team)

Advanced Example

Scenario: Transfer with fallback for missed calls

When your main support line might be busy or closed, you want callers to reach voicemail instead of encountering silence.

Configuration:

• Destination Number: +15551234567 (main support)
• Outbound Caller ID: Passthrough (caller's number)
• Fallback Number: +15559876543 (voicemail)
• Fallback Message: Our support team is currently unavailable. Please leave a message with your name and phone number, and we will return your call within 24 hours.

Context Message Before Transfer

Scenario: Inform the caller before connecting them

Add a TTS Response node before the Transfer node to give callers context:

Flow pattern:

Query Processor --> TTS Response --> Transfer

TTS Message: “Please hold while I connect you with a member of our sales team.”

This prepares the caller for the transition and creates a more professional experience.

Best Practices

• Verify the destination number works - Test your transfer destination before going live to ensure calls are properly received
• Use direct lines when possible - Avoid main switchboards; direct department numbers reduce caller friction
• Configure fallback options - Network issues or busy lines can prevent transfers; always have a backup plan
• Add a pre-transfer message - Use a TTS Response before the Transfer node to prepare callers for the handoff
• Consider business hours - If your destination has limited hours, use fallback to handle after-hours calls
• Keep fallback messages clear - Explain why the caller is being redirected and set expectations for the voicemail or alternative

Common Issues

”Transfer not completing”

Solution: Verify your destination number is in E.164 format (starts with + and country code). Check that the destination phone accepts incoming calls and is not set to voicemail-only mode.

”Caller disconnected during transfer”

Solution: Add a “please hold” message using a TTS Response node before the Transfer node. This prepares callers for the brief pause during connection and reduces hang-ups.

”Fallback not triggering”

Solution: Ensure both the Fallback Number and Fallback Message are configured. The fallback only activates when the primary destination cannot be reached.

”Invalid phone number error”

Solution: Use E.164 format without spaces or special characters. Correct: +15551234567. Incorrect: (555) 123-4567 or 555-123-4567.

Related Nodes

• Conditional Transfer - Routes calls to different destinations based on caller intent. Use when you need multiple routing options rather than a single destination.
• Query Processor - Analyzes caller intent to decide whether a transfer is needed. Pairs well with Transfer for intelligent escalation.
• TTS Response - Plays a message to the caller. Add before Transfer to provide context about the handoff.
• End - Terminates the call flow. Use after Transfer if you need post-transfer processing.

Transfer vs Conditional Transfer

Use Transfer when:

• You have one escalation path (e.g., “all human requests go to support”)
• Transferring to an external phone system or call center
• Direct handoff to a specific person or team

Use Conditional Transfer when:

• Callers might need different departments (sales, support, billing)
• Routing depends on what the caller said
• You need to keep some conversations in the IVA while transferring others