> ## Documentation Index
> Fetch the complete documentation index at: https://docs.8call.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Transfer calls to a human

> Create rules that hand a live call off to a person when the caller's intent calls for it.

<Info>
  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).
</Info>

<Note>
  Call transfers are **not** available for web calls made through the [website widget](/guides/web-widget) — they apply to phone calls.
</Note>

<Steps>
  <Step title="Open the Transfers page">
    From the dashboard, go to `/call-transfer` and click **Add rule**.
  </Step>

  <Step title="Define the rule">
    In the panel, set:

    * <strong>Label</strong> — a name for the rule
    * <strong>Agent</strong> — which agent the rule applies to
    * <strong>Destination phone number</strong> — where the call is transferred
    * <strong>Trigger</strong> — the condition that fires the transfer (for example, a topic or caller intent)
    * <strong>Transfer type</strong> — **Conference** or **SIP REFER**
  </Step>

  <Step title="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.

    <Check>
      The rule appears in the table with its trigger, transfer type, and agent.
    </Check>
  </Step>
</Steps>

## 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.

<Tip>
  If you're unsure which to use, Conference works for most setups. SIP REFER suits teams routing calls through their own SIP infrastructure.
</Tip>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Calls aren't transferring">
    Confirm the rule is **active**, the trigger matches what callers actually say, and the destination number is correct and reachable (include the country code).
  </Accordion>

  <Accordion title="Transfers don't work on the widget">
    By design — transfers apply to phone calls only, not web calls placed through the widget.
  </Accordion>

  <Accordion title="The wrong agent is transferring calls">
    Each rule is tied to a specific agent. Make sure the rule is attached to the agent handling the call.
  </Accordion>
</AccordionGroup>