How it works
Call forwarding is a cold transfer by default. The AI connects the caller to the target number without introduction. Turn on Warm Transfer to change this behavior.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)
With Warm Transfer turned on, 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 AI transfers the call.Configuration
In the campaign Options step:- Turn on Call Forwarding
- Enter the Forwarding Number (direct line or team queue)
- Turn on Enable warm transfer mode if you want a warm transfer
Call Forwarding triggers
Your call script controls when the AI forwards a call, not a separate trigger setting. To shape forwarding behavior, 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 are 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 and the action, so the AI knows to fire. The condition is what the contact says or agrees to. The action is to transfer the call.