> ## Documentation Index
> Fetch the complete documentation index at: https://www.bolna.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Transfer Live Calls to Human Agents with Bolna Voice AI

> Learn how to transfer live phone calls to human agents or custom endpoints using Bolna Voice AI. Enable seamless handoffs based on conversation context.

## What is Call Transfer?

Call transfer enables your Voice AI agent to route live calls to human agents or specific phone numbers based on conversation context. Essential for escalations, specialized support, or when human intervention is needed.

***

## Configuration Options

<Frame caption="Transfer Call Configuration Modal">
  <img src="https://mintcdn.com/bolna-54a2d4fe/zRZRzNcgm9P0_dMD/images/tool-calling/transfer-call-config.png?fit=max&auto=format&n=zRZRzNcgm9P0_dMD&q=85&s=c38f731c65ae233720511b870994d952" alt="Transfer call configuration showing Description prompt, phone number field, pre-tool message with multi-language support, and custom server URL option" width="865" height="1024" data-path="images/tool-calling/transfer-call-config.png" />
</Frame>

| Setting                      | Description                                                                                                                                 |
| ---------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------- |
| **Description (Prompt)**     | Tell the LLM when to trigger the transfer. Be specific - e.g., *"Transfer when caller requests to speak with a human agent or sales team."* |
| **Transfer to phone number** | Destination number in international format (e.g., `+19876543210`)                                                                           |
| **Pre-tool message**         | What the agent says while transferring - e.g., *"Sure, I'll transfer the call for you. Please wait a moment."* Supports multiple languages. |

<Tip>
  Add multiple languages for pre-tool messages using **+ Add** to support multilingual callers.
</Tip>

***

## How to Set Up Call Transfer

<Steps>
  <Step title="Open Tools Tab">
    Navigate to the [Tools Tab](/agent-setup/tools-tab) in your agent configuration.
  </Step>

  <Step title="Select Transfer Call">
    Click **"Select functions"** → choose **"Transfer Call"** from the dropdown.
  </Step>

  <Step title="Configure Phone Number">
    Enter the destination phone number where calls should be transferred.
  </Step>

  <Step title="Write a Clear Description">
    Describe when the transfer should trigger - e.g., *"Transfer when caller asks for sales, pricing, or demos."*
  </Step>

  <Step title="Add Pre-tool Message">
    Set the message your agent speaks while initiating the transfer.
  </Step>

  <Step title="Save Configuration">
    Click **Save transfer call** to apply your settings.
  </Step>
</Steps>

<Info>
  **Multiple departments?** Add separate transfer functions for Sales, Support, Billing - each with its own phone number and trigger description.
</Info>

***

## Example Conversation

<AccordionGroup>
  <Accordion title="Caller requests human agent" icon="message">
    **Caller**: "I'd like to speak with someone from your sales team."

    **Agent**: "Sure, I'll transfer you to our sales team. Please wait a moment..."

    *Agent triggers transfer\_call function → Call is routed to configured sales number*
  </Accordion>
</AccordionGroup>

***

## Best Practices

<CardGroup cols={2}>
  <Card title="Be Specific" icon="bullseye">
    Use detailed descriptions like *"Transfer to sales when caller asks about pricing, demos, or purchasing"* instead of generic "Transfer call"
  </Card>

  <Card title="Test Phone Numbers" icon="phone-check">
    Verify destination numbers are correct and always reachable before deploying
  </Card>

  <Card title="Use Pre-tool Messages" icon="comment">
    Always set a friendly message so callers know they're being transferred
  </Card>

  <Card title="Handle Failures" icon="triangle-exclamation">
    Have a fallback plan if the destination is busy or unavailable
  </Card>
</CardGroup>

<Warning>
  **Test before deploying!** Failed transfers frustrate callers. Always verify phone numbers are correct and reachable.
</Warning>

***

## Next Steps

<CardGroup cols={2}>
  <Card title="Custom Functions" icon="code" href="/tool-calling/custom-function-calls">
    Build custom API integrations for your agent
  </Card>

  <Card title="Check Calendar Slots" icon="calendar-range" href="/tool-calling/fetch-calendar-slots">
    Query availability via Cal.com integration
  </Card>

  <Card title="Book Appointments" icon="calendar-check" href="/tool-calling/book-calendar-slots">
    Schedule meetings during live calls
  </Card>

  <Card title="Tools Tab Guide" icon="function" href="/agent-setup/tools-tab">
    Complete function configuration guide
  </Card>
</CardGroup>