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Call Transfer

Enable your Digital Worker to transfer callers to the right person on your team based on the conversation.
Call Transfer requires an active phone channel. Add a phone number to your Digital Worker first.

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How It Works

  1. Caller speaks with your Digital Worker
  2. Digital Worker identifies need for human support (billing, technical, etc.)
  3. Digital Worker announces the transfer
  4. Call transfers to configured destination
  5. Human team member continues the conversation

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Setting Up Call Transfer

1

Add Phone Channel

Your Digital Worker needs an active phone number before you can enable call transfer. Go to Channels tab → Add Phone Channel.
2

Open Tools Tab

Navigate to your Digital Worker’s Tools tab.
3

Enable Call Transfer

Toggle on the Call Transfer tool.
4

Add Routing Rules

Configure where calls should transfer:
FieldDescriptionExample
Destination NameTeam member or department”Billing Team”
Phone NumberTransfer destination (E.164)+61396604237
ConditionWhen to transfer”Caller asks about invoices or payment issues”
5

Save Changes

Click Save to activate call transfer.
Tools tab showing Call Transfer toggled on with a configured routing rule: When to Transfer set to billing support, Destination Name as Sales Team, and Phone Number in E.164 format

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Routing Rules

Each routing rule defines when and where to transfer: 
Rule: Billing Support
├── Destination: Billing Team
├── Phone: +61396604237
└── Condition: "Caller has billing questions, invoice disputes,
    or payment issues"
Write clear, specific conditions. Your Digital Worker uses these to decide when to transfer.

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Example Conditions

DepartmentCondition Example
Sales”Caller interested in new services or pricing”
Support”Technical issue the AI cannot resolve”
Billing”Questions about invoices, payments, or refunds”
Escalation”Caller frustrated or requests human agent”

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Phone Number Format

Transfer destinations must be Australian phone numbers in E.164 format:
TypeFormatExample
Mobile+614XXXXXXXX+61412345678
Landline+61 + area code + number+61396604237
E.164 format rules:
  • Start with +61 (Australia country code)
  • No spaces, dashes, or brackets
  • Mobile numbers: 10 digits after +61 (e.g., +61412345678)
  • Landline: area code + 8-digit number (e.g., +61396604237)
Call Transfer currently supports Australian phone numbers only. International number support is on the roadmap.
Numbers without the + prefix or country code will fail validation.

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What Happens When Phone is Removed

If you remove your Digital Worker’s phone channel while call transfer is enabled:
  • Call transfer is automatically disabled
  • Your routing rules are preserved (not deleted)
  • Re-enable call transfer after adding a new phone number
You’ll see a warning when removing a phone number if call transfer is active.

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Limits

  • Maximum 10 routing rules per Digital Worker
  • At least 1 rule required to enable call transfer
  • Phone number must be valid E.164 format