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Overview

Call transfers allow your AI assistant to seamlessly redirect incoming calls to the correct department, team, or external number — without hanging up or causing delays. This feature ensures a professional customer experience and helps your organization manage calls efficiently. You’ll complete this setup in two main steps: creating a transfer configuration and linking it to your AI agent.

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Step 1: Create a Transfer Configuration

  1. Open the Call Transfer Page
    In your Callin.io dashboard, open the left-hand menu and select Call Transfer.
    • If you’re setting this up for the first time, you’ll see a message saying “No Call Transfer Configurations found.”
    • Click + Create Configuration to begin.
  2. Complete the Basic Information Section
    This section helps identify and organize your transfer rules.
    • Title: The internal name for this configuration (for example, Sales LATAM or Support Team).
    • Department: The team or group responsible for handling the transferred calls.
    Both fields are required. If left blank, a red alert (e.g., “Title is required!”) will appear to prompt completion.
  3. Add Transfer Details
    Define where the call should be redirected and what happens during the transfer process.
    • Click + Add and complete these fields:
      • Agent Name: This is pre-filled by default, identifying the current AI agent.
      • Transfer Phone Number: The phone number to which calls will be transferred (for example, +44 700123456).
      • Transfer Message: The short message your AI agent says before transferring the call (for example, “Let me connect you with our sales department, one moment please.”).
    Click Save once you’ve filled in all fields. The configuration will now appear in your Call Transfer list.

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Step 2: Activate Call Transfer for an AI Agent

Once the configuration is ready, you can activate it for any of your AI agents.
  1. Go to AI Agents in the main navigation menu.
  2. Select the agent you want to enable call transfers for.
  3. Open the Call Action tab in the agent settings.
  4. Locate the Transfer Call option and toggle it on. The toggle will turn blue to indicate activation.
  5. Click the ⚙️ gear icon next to the toggle. This opens a configuration panel listing all available transfer setups.
  6. Select the configuration you just created (for example, Sales LATAM). Once selected, it will appear as Selected in green text.
This process links the configuration to your agent and prepares it for use in live calls.

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Step 3: Save and Test the Setup

After assigning the transfer rule, scroll to the lower-right corner of the agent page and click Save. If a message appears saying “You have unsaved changes,” the configuration has not been stored yet — click Save again to confirm. Once saved, your AI agent can now detect when a call should be redirected and perform the transfer automatically in real time.

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Testing Your Configuration

To ensure the setup works as expected:
  • Go to your AI agent profile.
  • Use the Test Call feature to simulate an incoming call.
  • Trigger a transfer scenario (for example, the customer requests to speak to sales) to verify the correct number and message are used.

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Tips & Best Practices

  • Create separate configurations for each department.
    Example: Sales, Support, Billing, and Customer Success. Assign each to the corresponding AI agent.
  • Use clear, consistent naming.
    This helps you quickly identify configurations when managing multiple agents.
  • Keep transfer messages short and professional.
    Example: “I’ll connect you with our support team now.” Avoid long or repetitive phrasing.
  • Update or delete configurations anytime.
    You can modify them in Call Transfer, and changes will take effect once the associated agents are re-saved.

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Troubleshooting

Issue: No gear icon next to Transfer Call
Cause: No transfer configurations exist yet.
Fix: Create one first in Call Transfer. Issue: Changes not saving
Cause: Required fields are incomplete or unsaved.
Fix: Fill all fields and click Save again. Issue: Calls not transferring correctly
Cause: Invalid phone number format or wrong configuration selected.
Fix: Ensure the phone number includes the international code and that the configuration shows as Selected.

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Summary

Your AI agents can now route callers directly to the appropriate person or department without interruption. This setup improves efficiency, ensures consistent call handling, and provides a seamless experience for customers.