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Transfer rules tell your agent when and where to escalate a call to a human. Each rule has a trigger (when to transfer) and a destination phone number (where to transfer).
Call transfers are not available for web calls made through the website widget — they apply to phone calls.
1

Open the Transfers page

From the dashboard, go to /call-transfer and click Add rule.
2

Define the rule

In the panel, set:
  • Label — a name for the rule
  • Agent — which agent the rule applies to
  • Destination phone number — where the call is transferred
  • Trigger — the condition that fires the transfer (for example, a topic or caller intent)
  • Transfer type — Conference or SIP REFER
3

Save and activate

Save the rule and make sure it’s active. When a live call matches the trigger, the agent transfers it to the destination number.
The rule appears in the table with its trigger, transfer type, and agent.

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Transfer types

  • Conference — bridges the caller and the human on a shared line.
  • SIP REFER — hands the call off via SIP to your telephony system.
If you’re unsure which to use, Conference works for most setups. SIP REFER suits teams routing calls through their own SIP infrastructure.

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Troubleshooting

Confirm the rule is active, the trigger matches what callers actually say, and the destination number is correct and reachable (include the country code).
By design — transfers apply to phone calls only, not web calls placed through the widget.
Each rule is tied to a specific agent. Make sure the rule is attached to the agent handling the call.