Guides
Transfer to a human
Configure cold or warm transfers to number, SIP or Phone Book.
The Transfer node passes the call to a human destination. It can be configured in the Flow Builder or in the agent's global Actions.
Step 1. Create a transfer action
Go to the agent's Actions tab and click New action > Transfer.
Fill in:
- name;
- destination type:
phone,sip_uriorphone_book; - number or SIP URI;
- transfer mode.
Step 2. Choose the mode
| Mode | When to use |
|---|---|
| Transferência direta (direct) | Quick transfer without context. |
| Assistida (mensagem) | When you want to announce to the recipient with a fixed phrase. |
| Assistida (resumo contextual) | When you want the AI to summarize the call for the recipient. |
Step 3. Configure availability
Enable Human availability and set schedules per weekday. Outside availability the agent plays the unavailable message.
Step 4. Insert into the flow
In the Flow Builder, add a Transfer node and choose the action you created. The runtime validates whether the destination is available before attempting the transfer.
Step 5. Test
Use the transfer simulation to verify:
- the destination resolves;
- the warm message is generated;
- the fallback works when there is no answer.