Setting Up Call Transfers

Configure your Pod agent to transfer live calls to other departments, teammates, or phone numbers — with optional whisper messages and escalation rules.

Call Transfer Setup

Create a Call Transfer Action

1

Select your agent

Go to https://www.callpod.ai/dashboard/agents and choose the agent you want to configure call transfers for.

Important: This is the agent that will initiate the call transfer — not the one receiving the transfer.

2

Navigate to the Actions tab

Click on the Actions tab inside your selected agent’s dashboard.

3

Click 'Add Action'

Press the Add Action button to open the available action types.

Call Transfer Setup
5

Select 'Transfer Call'

Click Add on the Transfer Call option. A modal will appear prompting you to configure the transfer.

Call Transfer Setup
7

Fill out transfer details

In the transfer configuration modal, you’ll need to provide:

  • Transfer to: The name of the department or person (e.g., “Support Team” or “John in Sales”)
  • Instructions: Tell the AI when to trigger the transfer — such as “If the caller asks for support” or “After collecting billing info”
  • Phone number: Enter the destination phone number for the transfer
  • Whisper message (optional): Add a brief message that the AI will say to the person receiving the call before the caller is connected (e.g., “This is a lead asking about pricing”)
8

Save the action

Click Save. Your transfer logic is now active and ready to test on live calls.

9

(Optional) Update your prompt

For even more clarity, you can also include when to transfer the call directly in the agent’s prompt (e.g., “If the caller says they want to speak to support, transfer the call.”)

How Call Transfers Work

  • Call transfers are only triggered during live phone calls
  • The AI will not fake a transfer or simulate one in the Playground unless you explicitly tell it to in the prompt
  • You can test call transfers by calling the agent’s number and meeting the transfer condition

FAQ