Multi-Transfer
Transfer calls intelligently to multiple configured recipients with advanced routing capabilities.
Multiple Recipients
Configure multiple transfer targets and let AI route intelligently.
Smart Matching
AI understands context and matches callers to the right department.
Extension Support
Automatically dial extensions after the call is answered.
Safe Transfer Mode
Enhanced reliability with optional safe transfer routing.
Overview
The Multi-Transfer tool enables your AI agent to intelligently route calls to the most appropriate recipient from a configured list of transfer targets. Unlike traditional IVR systems or the deprecated single transfer tool, Multi-Transfer provides:
- Intelligent Routing: The AI understands caller intent and matches it with the best available transfer target
- Multiple Destinations: Configure as many transfer targets as needed for different departments or team members
- Extension Dialing: Automatically dial extensions after the call connects
- Fallback Options: If no specific match is found, the agent can use a default target
How to Use the Multi-Transfer Tool
Configure Transfer Targets
Add one or more transfer targets with names, phone numbers, and optional extensions:
Transfer Target Configuration
Target #1
Target #2
Target #3
Safe Transfer Mode
Enable "Use Safe Transfer" to route calls through your agent's number instead of the caller's number. This is automatically enabled for international transfers and can improve reliability in some scenarios.
Write Intelligent Instructions
Provide your AI agent with instructions on how to route calls based on caller needs:
Example instructions:
"Listen to what the caller needs and transfer them to the appropriate department. If they mention pricing or want to purchase, transfer to Sales Team. For technical issues or support, transfer to Technical Support. For billing questions or payment issues, transfer to Billing Department. Always confirm before transferring: 'I'll connect you with [department name]. Is that correct?'"Tip: The AI is smart enough to understand context. Callers don't need to use exact department names - the AI will match "I need help with my bill" to "Billing Department" automatically.
AI Handles the Rest
The Multi-Transfer tool automatically provides your AI agent with:
- βList of all available transfer targets
- βIntelligent matching capabilities
- βDisambiguation when multiple targets could match
- βDefault behavior for general inquiries
How the AI Routes Calls:
- Listens to the caller's request and understands their intent
- Matches the intent to the most appropriate transfer target
- Confirms with the caller before initiating the transfer
- Plays a professional message while transferring
- If configured, dials the extension after connection
Advanced Features
π― Intelligent Matching
The AI doesn't require exact matches. It understands context and intent:
- β’ "I want to buy something" β Routes to Sales Team
- β’ "My invoice is wrong" β Routes to Billing Department
- β’ "The app isn't working" β Routes to Technical Support
- β’ "I need to speak to someone about my account" β AI asks for clarification
π Extension Dialing
Configure extensions for each transfer target. The system will:
- β’ Wait for the call to be answered
- β’ Automatically dial the extension using DTMF tones
- β’ Navigate through phone trees to reach the right person
π‘οΈ Safe Transfer Mode
When enabled, calls are routed through your agent's number:
- β’ More reliable for certain carriers
- β’ Required for international transfers
- β’ Prevents caller ID issues
- β’ Automatically enabled when needed
Use Cases
π’ Department Routing
Route calls to different departments based on caller needs without complex IVR menus.
"Configure targets for Sales, Support, Billing, and HR. Let the AI understand and route calls naturally."
π₯ Team Member Routing
Direct calls to specific team members when callers ask for them by name or role.
"Add team members as transfer targets. The AI routes calls when someone asks for 'John from sales' or 'the account manager'."
π Multi-Location Routing
Route calls to different office locations based on caller location or preference.
"Configure targets for each office. The AI can ask 'Which location would you like to reach?' and route accordingly."
π¨ Priority Routing
Route urgent calls to on-call staff or escalation teams based on keywords or urgency.
"Set up targets for regular and urgent support. The AI detects urgency and routes to the appropriate team."
Best Practices
π Use Descriptive Names
Give transfer targets clear, descriptive names that reflect their purpose. This helps the AI make better routing decisions.
β Always Confirm Transfers
Instruct your AI to confirm with callers before initiating transfers to avoid misrouted calls and improve customer experience.
π Provide Fallback Options
Consider what happens if the transfer fails or the destination is unavailable. You can combine with other tools like Send Email or Create CRM Note.
π§ͺ Test All Paths
Test each transfer target and various caller scenarios to ensure smooth routing and proper extension dialing.
Technical Details
Supported Adapters
The Multi-Transfer tool is available for:
Geographic Restrictions
Currently supports transfers within:
- β’ US to US numbers (+1)
- β’ UK to UK numbers (+44)
- β’ Safe Transfer mode enables cross-country transfers
Single Instance Tool
This is a single instance tool - you only need one Multi-Transfer configuration per agent. All transfer targets are managed within this single instance.
Tool Parameters
When the AI uses this tool, it provides:
- message: The announcement played before transfer
- transferTargetName: The name of the selected recipient (optional - defaults to first target)
Migration from Single Transfer
β οΈ Deprecation Notice
The single transfer tool is deprecated. Multi-Transfer offers all the same functionality plus:
- β’ Support for multiple recipients
- β’ Intelligent routing based on caller intent
- β’ Extension dialing capabilities
- β’ Better reliability with Safe Transfer mode
To migrate, simply add your existing transfer destination as the first target in Multi-Transfer configuration.
Summary
The Multi-Transfer tool revolutionizes call routing by combining AI intelligence with flexible configuration options. Your agent can:
- βRoute Intelligently: Understand caller intent and match to the best available recipient
- βHandle Complex Scenarios: Support multiple departments, locations, and team members
- βProvide Natural Experience: No more "Press 1 for Sales" - just natural conversation
- βScale Effortlessly: Add or modify transfer targets without changing your instructions
Multi-Transfer represents the future of intelligent call routing. By combining natural language understanding with flexible configuration, it delivers a superior experience for both callers and businesses.