Call transfers

AI Agent → Call Handling — the Transfer Scenarios card. Click + Add Scenario, fill in three things, then Save:

• Label — a short name, e.g. "Billing" or "Service Manager". This is what your agent picks by.
• Phone number — the real number to dial.
• Scenario — plain English describing when this destination is the right one.

Once you have more than three, the card shows the first three with a "View all transfer scenarios" link. That's display only — all of them are live.

During an active trial you get Growth's 3 even on Starter, so you can try out real routing before deciding. The cap is enforced when you save and checked again on every call, so it can't be worked around.

The scenario text is the whole mechanism. Your agent reads your list mid-call and picks the destination whose scenario matches what's actually happening. Vague scenarios produce vague routing.

Good:

• "Questions about an existing invoice, a payment, or a refund."
• "Warranty claims, or anything where the caller mentions a previous repair."
• "The caller sounds frustrated or is asking to speak to a manager."

Not enough to act on:

• "Important calls."
• "Use your judgement."

Cover both kinds of trigger where it matters: topic ("mentions a warranty") and sentiment ("sounds upset"). The more concrete the trigger, the more reliably it fires.

• Your agent decides a transfer is warranted, tells the caller it's connecting them, and finishes saying that sentence before the transfer happens — so the caller doesn't get cut off mid-word.
• The call is then handed to your destination number. It's a cold transfer: the caller is connected, but no summary or context is passed to whoever answers. Expect to ask them what they need.
• Your agent is out of the call at that point. It won't come back if nobody answers.
• The call is logged with outcome Transferred — but only if the transfer genuinely connected. If it fails, the caller stays with your agent, which carries on and offers something else. A failed transfer is never recorded as a successful one.

Your agent doesn't transfer. It won't guess a destination, and it can't invent a number — it can only use labels you've defined. When nothing matches but the caller still needs a person, it offers a callback instead, if you have that enabled.

With no destinations configured at all, transferring simply isn't something your agent can do, and it won't offer it.

A browser test call will show you which scenario your agent picks — it can see your full list and will say which destination it's connecting you to. It can't actually dial it, so nobody's phone rings while you experiment.

Destinations beyond your new cap stay stored and visible — nothing is deleted. Calls use only as many as your plan allows, and Agent Settings won't save at all until you trim the list back to the cap.