> ## Documentation Index
> Fetch the complete documentation index at: https://support.callin.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Call transfer

> Learn how to configure, activate, and manage call transfers within Callin.io to ensure your AI agent connects customers to the right team.

## 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**.

***

## 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.

***

## 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.

***

## 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.

### 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.

***

## 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**.

***

## 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.