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Your AI agent handles the majority of calls on its own — but some conversations are too complex, too sensitive, or too valuable to stay fully automated. VoiceInfra’s call transfer feature lets your agent recognise those moments and hand the conversation on, smoothly and without losing context.

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Two kinds of transfer

A transfer can go to a person or to another AI agent, and the two are configured in different places. This page covers both. Jump to transfer to a human or transfer to another agent.

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Transfer to a human

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Attended warm transfer

Attended Warm Transfer is the most thorough handoff mode VoiceInfra offers. When a transfer is triggered, your AI agent stays connected to both the caller and the human agent simultaneously — neither party is left in silence. The AI uses your configured context instructions to verbally brief the human agent on what the caller needs, what has already been discussed, and any important details, before quietly stepping back once the handoff is complete. If the transfer target is unavailable or doesn’t answer, the AI plays the decline message you configure, so callers always receive a professional response rather than an awkward silence or an unexpected busy signal.
Attended Warm Transfer is the recommended mode for VIP callers, high-value accounts, or any situation where a human agent needs context before picking up the conversation.

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Setting up a transfer to a human

1

Open the Call Transfer tab

In your agent configuration, navigate to the Call Transfer tab.
2

Select a transfer type

Choose Cold Transfer (SIP Refer), Warm Transfer (SIP Invite), or Attended Warm Transfer based on your use case. You can configure multiple transfer destinations each using the same type.
3

Add destinations

Add one or more transfer destinations. Each destination accepts a phone number, SIP URI, or internal extension. Give each destination a descriptive label (for example, “Billing Team” or “Tier-2 Support”) so your agent can reference it correctly.
4

Set a transfer message

Write the message your AI agent will say to the caller immediately before initiating the transfer — for example, “Let me connect you with one of our specialists now.” This keeps the caller informed and reduces perceived wait time.
5

Add context instructions (Attended Warm only)

If you selected Attended Warm Transfer, add context instructions — the script your AI agent will use to brief the human agent. Include the caller’s name, the issue category, any key details already gathered, and anything the human needs to know before taking over.
6

Configure a decline message

Set the decline message your agent will play if the transfer target is unavailable. Offer alternatives where possible — for example, “I’m sorry, our billing team is unavailable right now. I can schedule a callback or take a message.”
7

Configure Caller ID (Warm transfers only)

For Warm Transfers, choose whether to pass through the caller’s original number or use a custom Caller ID on the outbound leg. This controls what the receiving agent sees when they pick up.

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Transfer destinations

VoiceInfra supports three destination formats, and you can mix them freely within the same agent:

Phone numbers (PSTN)

Standard E.164 format numbers such as +14155550100. Routes over the public telephone network to any mobile or landline.

SIP URIs

Full SIP addresses such as sip:agent@company.com. Routes directly over SIP to a softphone, PBX extension, or SIP trunk endpoint.

PBX extensions

Internal extension numbers such as 500. Routes within your PBX without consuming external trunk capacity.
For PBX systems that require post-connection DTMF (for example, pressing an extension number after the call is answered by a hunt group), enable Dial extension after answer. The agent automatically sends the DTMF digits once the destination picks up.

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Keypad routing (AI-driven IVR)

Keypad routing lets callers press digit codes mid-conversation to self-route to specific destinations — without you needing to rebuild a traditional IVR tree. Your AI agent listens for the keypress, maps it to a destination, and transfers the call instantly. Configure a mapping of 1–5 digit codes to destinations in the Keypad Routing section of your agent: You can reference these options naturally in your agent’s system prompt — for example: “If you’d like to speak with billing, press 1 at any time.”

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Bulk setup via CSV

If you have many transfer destinations or complex routing rules, use the CSV import feature to configure everything at once:
  1. Click Download Template to get a pre-formatted CSV with the correct column structure.
  2. Fill in destination names, phone numbers or SIP URIs, transfer messages, and keypad codes.
  3. Upload the completed file to populate all your routing rules in a single step.
You can also export your current configuration as CSV at any time for backup or bulk edits.

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Transfer to another agent

Sometimes the right destination is not a person but a different AI agent — a receptionist that routes billing questions to a billing agent, or a first-line agent that hands a technical issue to a specialist. Agent Transfer hands the whole conversation across, and the call stays automated throughout.
This is the one transfer type configured outside the Call Transfer tab. Turn it on in the agent’s Functions tab, under System Tools, then return to this page for how it behaves.

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Setting it up

1

Open System Tools

In the agent’s configuration, go to the Functions tab and find System Tools. Turn on Agent Transfer.
2

Add a transfer rule

Each rule maps a need to a target. You can configure up to 10.
3

Choose the target agent

Pick the agent that should take over. It must be in the same workspace.
4

Describe the condition

Write, in plain language, when the hand-off should happen — for example “User asks about billing or refunds”. This is what the agent uses to decide.
5

Test it

Use Test Call, or Test Chat, and trigger the condition to hear the hand-off.

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Rule settings

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What carries across

The caller does not have to repeat themselves. The conversation history goes with the hand-off, and every message in the transcript is attributed to the agent that produced it, so you can see in the call log exactly where the conversation changed hands. The receiving agent can have its own transfer rules, so a conversation can move more than once.
If the receiving agent is a workflow agent, its history is cleared on arrival so it starts at its start node and delivers its greeting properly, rather than skipping ahead.

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How it differs from a human transfer

  • No number is dialled. The hand-off happens inside the call, so there is no ring time, no chance of a busy signal, and no transfer destination to maintain.
  • The call is never reconnected. Audio continues uninterrupted from the caller’s point of view.
  • Providers may change. A human transfer keeps the same agent on the line until it steps back. An agent transfer replaces the voice and model if you chose the target’s own.
Realtime sessions always inherit the session’s providers. A realtime model cannot be swapped mid-call, so the receiving agent keeps the original voice and model even when you have selected its own.

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Pricing

Transfer costs are charged per transfer event, not per minute. Standard per-minute call rates still apply for the duration of the transferred call.

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Frequently asked questions

Use Attended Warm Transfer for VIP callers, high-value accounts, or complex issues where the human agent needs context before picking up. The AI’s verbal briefing prevents the caller from having to repeat themselves, which significantly improves satisfaction for sensitive or high-stakes conversations.
If the target doesn’t answer or is unavailable, your AI agent plays the decline message you configured. You can customise this message to offer alternatives — a callback, a voicemail, or routing to another destination — so callers are never left without a response.
Yes, but only for Warm Transfers. You can choose to pass through the caller’s original number or substitute a custom number. Cold Transfers use the default system Caller ID.
They serve a similar purpose but work differently. Traditional IVR presents a rigid menu at the start of a call. Keypad routing in VoiceInfra is AI-driven and mid-conversation — callers can press a code at any point while speaking naturally, and the agent responds contextually before routing them. There’s no menu tree to maintain.
You can add standard phone numbers in E.164 format (+14155550100), full SIP URIs (sip:user@domain.com), or plain internal extension numbers. All three formats work seamlessly in the same agent configuration.
Yes. VoiceInfra uses standard SIP Refer (cold) and SIP Invite (warm/attended) protocols, making it compatible with virtually any PBX system, SIP trunk, or cloud telephony provider — including Cisco, Avaya, 3CX, Asterisk, and Yeastar.
No. Agent Transfer targets must be agents in the same workspace.
Nothing extra. There is no transfer fee, because no number is dialled and no new call leg is created. The call continues to be billed normally for its duration.
The hand-off is checked before anything is announced. If the target no longer exists, has been deleted, or is outside the workspace, the transfer is refused and the current agent keeps the conversation rather than dropping the caller.
Yes. The receiving agent can have transfer rules of its own, so a conversation can pass through several agents. The transcript records each change of hands.