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Overview

Live Transfers let your assistant automatically transfer a caller to a real phone number based on a specific trigger phrase. You can create up to 50 transfer scenarios per assistant. Transfers can be reused across assistants, or kept specific to one.

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Configure Live Transfers

On the Live Transfer Management page, click Add Live Transfer to get started. You’ll see two options:
  • Create New Live Transfer: Set up a new transfer scenario
  • Use Existing Live Transfer: Select a transfer already created for another assistant

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Fields Explained

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Live Transfer Name

Add a short, descriptive name for this transfer. This is just for your reference in the dashboard.

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Trigger Phrase

Enter the phrase that the assistant should recognize to initiate the transfer. This might be something like: "I'd like to speak to someone"
"Talk to an agent"
"Transfer me to billing"
Trigger phrases are used by the AI to understand intent, not just exact wording.
For example, if you enter a trigger phrase like “speak to an employee,” the assistant will also recognize variations such as “talk to a human” or “get me to a person.”

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Transfer Pattern

This is the dial pattern the assistant will use to trigger the transfer. For example:
1# means the user will press 1 followed by the pound key.

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Transfer Phone Number

The phone number the assistant will transfer the call to. Use a valid 10-digit number.

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Reusable

Check this box if you want to make this transfer available to other assistants.
If you don’t see an existing live transfer that you already created, check to make sure you have the “reusable” checkbox turned on.

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Response Message

This is what the assistant will say right after the trigger phrase is detected and the transfer begins.
Example: Press 1 followed by the pound key to be transferred.
We recommend the wording press 1 followed by the pound key since sometimes people forget to press pound

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Managing Transfers

Once created, your transfers will appear in the table. You can view:
  • Name
  • Trigger Phrase
  • Transfer Pattern
  • Phone Number
  • Reusability
  • Active Agents
  • Actions (edit or delete)
Use the filters above the table to view transfers for a specific assistant or only those marked as reusable.
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