> ## Documentation Index
> Fetch the complete documentation index at: https://docs.atllasx.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Forwarding

> Transfer live calls to a human when needed.

Call forwarding allows the AI to hand off a live call to a human team member. This is useful when a contact expresses strong interest and you want a human to close the conversation, or when a contact specifically asks to speak with a person.

## 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:

1. Enable **Call Forwarding**
2. Enter the forwarding phone number (direct line or team queue)
3. 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.