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Call transfer allows your AI agent to hand off conversations to human team members when needed. telli supports two transfer methods: cold transfer (immediate) and warm transfer (briefed).

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Cold Transfer

Immediately connects the caller to the destination number without any briefing. How it works:
  1. AI informs caller they’re being transferred
  2. Call connects directly to destination
  3. AI disconnects immediately
If the destination doesn’t answer, the caller will hear ringing indefinitely. The AI agent cannot return to help.

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Warm Transfer

Places caller on hold while the AI briefs the human agent before connecting them. How it works:
  1. AI places caller on hold with music
  2. AI calls destination in a separate session
  3. AI summarizes the conversation for the human agent
  4. Human agent accepts or declines the transfer
  5. If accepted: caller connects to the briefed agent
  6. If declined/unavailable: AI returns to caller with explanation
Key advantages:
  • Human receives conversation summary before speaking to customer
  • Automatic detection of voicemail or unavailability
  • AI can resume conversation if transfer fails
  • Better customer experience with informed handoff

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Timeout Handling

ScenarioDetection TimeResult
No answer5 minutes maxAI returns to caller
Voicemail detected10-30 secondsAI returns immediately
Agent says unavailableImmediateAI returns immediately
Caller hangs upImmediateTransfer cancelled

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Configuration

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1. Add Transfer Numbers

Navigate to Agent Settings → Calls → Transfer Configurations Required fields:
  • Label: Internal name (e.g., “Sales Team”)
  • Phone Number: E.164 format (e.g., +4917612345678)
  • Description: When to use this transfer (e.g., “For customers ready to purchase”)
  • Transfer Type: Choose Cold or Warm
You can add multiple transfer destinations. The AI will choose based on conversation context.