How It Works
Call forwarding is a cold transfer by default — the AI connects the caller to the target number without introduction. Enable Warm Transfer to change this behaviour.Cold Transfer (Default)
The AI immediately routes the call to the target number. The human answers with no prior context from the AI.Warm Transfer (Optional)
When Warm Transfer is enabled, the AI stays on the line briefly to introduce the contact before handing off. The contact hears something like: “Let me connect you with someone who can help — one moment.” The human agent knows who they are speaking with and why before the call is transferred.Configuration
In the campaign Options step:- Enable Call Forwarding
- Enter the forwarding phone number (direct line or team queue)
- Optionally enable Warm Transfer
Forwarding Triggers
When the AI forwards a call is controlled by your call script, not a separate trigger setting. To shape forwarding behaviour, write the rule directly into your prompt — for example:“If the contact agrees to a demo, transfer the call to a human.” “If the contact asks to speak with someone, transfer the call.” “Only transfer the call when the contact has confirmed they’re a homeowner.”The AI evaluates these instructions in real time and triggers a forward when its judgment matches the rule. Be specific about both the condition (what the contact says or agrees to) and the action (transfer the call) so the AI knows to fire.