Telephony
Call transfers
Let an AI employee hand a live call to a person on your team — for example when the caller asks for a human or has a question it shouldn't answer.
Set up transfers on an AI employee
Open the transfer settings
Open the AI employee, go to the Flow tab, and find the call transfer card (marked Beta). Switch it on.
Add a destination
Click Add another destination and enter the Phone number to transfer to, in full international format, e.g. +919876543210.
Say when to transfer
In Instruction, describe when this destination applies — for example “the caller wants to talk about billing”. It's optional with one destination and required when you have several, so the AI employee can pick the right one.
Set what it says
In AI employee messages, write what it says while connecting, one message per line. The default is “I'm transferring your call to our team. Please hold while I connect you.” Save the AI employee.
Transfers in a workflow
In a workflow, connect a Live Transfer node to a branch and enter the number. When you press Start calling or Go live, Daffy Voice adds it to the AI employee's transfer destinations, with the branch as its instruction. If the number can't be dialled, you're asked to fix it before calling starts.
Where transfers work
- Phone calls on Twilio, Plivo and SIP trunk numbers.
- Not on web calls — the browser test call and the website widget. There's no phone line to hand over, so the AI employee can't transfer.
Cold transfers only