Use Transfer Call to send a caller from an AI Agent to the right person, team, or destination during a voice call. A rule defines when to transfer and where the call goes.
For email or SMS handoffs instead, see AI Agent Handoff and Activities.
Before you begin
Have an AI Agent set up for inbound calls and permission to edit it. For initial setup, use the Custom, Leasing, or Maintenance guide in Related articles. Confirm each receiving destination and who will answer calls or review voicemail.
The inbound line is the number customers call. The transfer destination receives a call after the AI answers. The inbound Fail Over Number handles AI-provider issues; it is separate from transfer rules and unanswered-transfer voicemail.
1 Open the agent and add a rule
Open the agent’s Configuration. Go to Capabilities → + Add Capability → Transfer Call → Add rule.
Enter a RULE NAME and describe the caller’s intent in UNDER WHAT CONDITIONS SHOULD THE AGENT USE THIS RULE.
For example, name a rule Leasing team and use a condition covering callers who ask to speak with the leasing team about renting or arranging a tour. Keep it distinct from a Vendor accounts rule for invoice-payment questions. Use your actual routing policy, not generic keywords alone.
Adding a phone number to Knowledge does not configure a transfer. Put the destination and conditions in the transfer rule.
2 Set time windows and Otherwise
For the same behavior at all times, leave time windows empty and configure Otherwise.
For schedule-based routing, add time windows and review their DAYS, HOURS, and TIMEZONE. The first time window whose hours match wins. If none matches, Otherwise applies, so check the order of overlapping windows.
Choose Transfer for the window or Otherwise behavior that should connect the caller to a destination. Review these rule settings separately from the inbound Fail Over Number and unanswered-transfer voicemail.
3 Choose the transfer destination
The destination choices are User / Team, Custom Number, Browser, Ring multiple, AI Agent, and Phone Group. Choose the route your team uses and complete the settings shown for it.
For example, to send calls to one phone number, select Custom Number under the relevant window or Otherwise:
- PHONE NUMBER: Enter and verify the receiving number, not the inbound line.
- TRANSFER TYPE: Choose Cold or Warm using the comparison below.
- AGENT SAYS BEFORE TRANSFER (OPTIONAL): Add a message for the AI to say before transferring.
- VOICEMAIL NOTIFICATIONS: Choose the recipients who should receive applicable voicemail alerts.
Verify the destination, transfer type, pre-transfer message, and voicemail notification settings together before saving.
Choose cold or warm transfer
Type | What to expect |
Cold | The AI connects the caller directly without announcing them. Use Cold for RingCentral destinations. |
Warm | The AI speaks with the recipient first to introduce the caller, then connects them. Test your destination’s phone service: voicemail or answering services can make live-answer detection unreliable. |
Unanswered cold transfers go to the destination’s voicemail unless browser calling is enabled. With browser calling enabled, they go to Aptly voicemail, provided it has been set up and configured. Verify that route and its notification settings; an unanswered transfer does not always generate an Aptly email.
4 Save and test the complete path
Review the rule, then save the configuration. Arrange tests with the receiving team and call the inbound line, not just the destination.
Test | What to verify |
A matching request and a natural variation | The intended destination receives the call. For Warm Transfer, confirm the introduction and connection. |
A request outside the conditions | The AI does not send it to an unrelated team. |
Calls inside and outside configured time windows | Compare the observed route with your intended schedule and verify the Otherwise setting’s behavior. |
An unanswered transfer | Check the actual voicemail destination and who can retrieve the message. Cold Transfer follows the routing above; test Warm Transfer separately. |
An expected voicemail notification | Confirm delivery separately using the settings for the voicemail route that received the call. |
Review the transcript and outcome in the agent’s call activity. See Test and Improve Your Voice AI Agent for feedback and training. Repeat relevant tests after routing changes.
If the result is not what you expected
- No transfer or wrong destination: Check the saved rule, conditions, selected destination, time windows, and Otherwise behavior against the transcript and call time.
- Warm transfer behaves unexpectedly: Test the destination’s phone service; use Cold Transfer for RingCentral.
- Unexpected voicemail or no email: Verify browser calling and the actual voicemail route before checking its notification recipients.