Your assistant can transfer live calls to you or your team members when a caller needs to speak with a real person. You control who receives transfers, when transfers are available, and what happens outside those hours.Documentation Index
Fetch the complete documentation index at: https://docs.vozagent.ai/llms.txt
Use this file to discover all available pages before exploring further.
Transfer modes
During the inbound assistant setup wizard, you choose one of three transfer modes:| Mode | What it does |
|---|---|
| Live Transfer Available | When a caller asks to speak with someone, the assistant offers to connect them right away |
| Message Only | The assistant handles the full conversation, collects information, and sends you a summary — no live transfers at all |
| Transfer After Qualification | The assistant completes the full qualification process first (asks all your configured questions), then offers to transfer the call |
Setting up transfer targets
If you choose Live Transfer Available or Transfer After Qualification, you’ll need to pick which team members can receive transferred calls.From the setup wizard
During assistant creation, the wizard shows your team directory. Toggle the switch next to each person you want to receive transfers. Only team members with a phone number on file will appear in this list. If someone is missing, go to Settings > Team Directory to add their phone number.From the Capabilities tab
After your assistant is created, you can manage transfer targets from the Capabilities tab:- Go to Assistants and click on your assistant
- Open the Capabilities tab
- Click on Live Call Transfer
- The Transfer Targets panel opens, showing all eligible team members
- Select or deselect people using checkboxes
- Select All or Clear all selections at once
- See each person’s name, position, phone number, and availability schedule
- Choose how the transfer happens — see the next section
- Click Save Changes when you’re done
Important: Your assistant cannot transfer calls until at least one person is selected. If no one is selected, you’ll see a warning message.
How the transfer happens (warm vs. blind)
At the bottom of the Transfer Targets panel you’ll see “How should the transfer happen?” with five options. This controls what both the caller and the recipient experience during the handoff.| Option | What the recipient hears | What the caller hears |
|---|---|---|
| Warm transfer with hold music (default, recommended) | Your phone rings on a separate line. When you pick up, the AI reads a 2-3 sentence summary (caller’s name, phone number, and reason) and then bridges the call. If you don’t answer, the AI takes a message. | A short confirmation (“one moment while I connect you…”), then soft hold music for a few seconds until you pick up. |
| Warm transfer with summary | Your phone rings. When you pick up, the AI reads a 2-3 sentence summary, then connects the caller. | A few seconds of silence while the AI dials you. |
| Wait for recipient, then summary | Your phone rings. When you say “hello,” the AI hears you and then reads the summary. | A few seconds of silence. |
| Warm transfer with short message | Your phone rings. When you pick up, the AI plays a short hand-off message (no summary). | A few seconds of silence. |
| Blind transfer | Your phone rings and you’re connected to the caller immediately — no summary, no context. | Immediate handoff. |
Tip: If your team answers calls quickly and wants the most natural experience, try Wait for recipient, then summary — the AI waits for you to say “hello” before it starts talking.
Adding more team members
If you need to add someone who isn’t in the list, click Manage Team Directory at the bottom of the panel. This takes you to your team settings where you can add new members and mark them as eligible for live call transfers.Transfer schedule
When you select team members for transfers, you also set the hours during which transfers can happen. This is configured per day of the week. For each day:- Toggle on/off — Enable or disable that day for transfers
- Set start and end times — Choose available hours (for example, Monday 9:00 AM to 5:00 PM)
What happens outside transfer hours
When a caller reaches your assistant outside the configured transfer schedule, the assistant handles the full conversation on its own. It will:- Collect the caller’s information
- Ask your configured questions
- Send a notification to the appropriate team member
How transfers work in practice
Here’s what happens during a typical transferred call (with the default Warm transfer with hold music mode):- The caller asks to speak with someone (or your assistant decides a transfer is appropriate).
- The assistant collects the caller’s name: “Can I get your name, please?”
- The assistant asks what the call is regarding.
- The assistant announces the transfer out loud: “Great, one moment while I connect you to Jane — you’ll hear some hold music for a few seconds.”
- The caller starts hearing soft hold music. In parallel, the assistant checks the transfer schedule and dials the team member on a separate line.
- When the team member picks up, the AI reads a short summary: “Maria Lopez at 555-123-4567 is calling about a leaking water heater in her basement. She’d like someone to come out today.”
- The caller and team member are bridged together.
- If the recipient doesn’t answer, hits voicemail, or is outside their hours, the AI apologizes to the caller, takes a detailed message, and sends it via email.
Emergency transfers
If your industry includes emergency scenarios (like gas leaks for HVAC or burst pipes for plumbing), your assistant can be configured to transfer calls immediately when it detects an emergency — regardless of the normal transfer schedule. Emergency handling is set up during assistant creation. See Creating an Inbound Assistant for details on the Emergency Handling step.Tips
- Start with fewer people. It’s better to have one or two reliable transfer targets than five people who might not answer.
- Keep phone numbers current. Transfers fail silently if a phone number is wrong. Double-check numbers in your Team Directory.
- Match the schedule to reality. If your team is only available 9 to 5, set the transfer schedule to match. Attempting transfers when no one can answer leads to a poor caller experience.
- Stick with warm transfer. Unless you have a specific reason to switch to blind transfer, leave the default (warm transfer with summary) on. It makes your team sound much more prepared on the phone.
- Test your transfers. Use the Testing tab to make a test call and try triggering a transfer to make sure it works end to end.