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Transfer Call lets your CallHQ voice AI assistant route a live call to a human agent or a specific phone number based on conversation context. Use it for escalations, sales handoffs, specialized support, or any flow where a caller needs human help. To access this section:
Build → Assistant → Select Assistant → Tools → Transfer Call Tool
CallHQ assistant Tools tab with transfer call and custom function tools

Tools tab in CallHQ assistant setup

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What is Call Transfer?

Call transfer enables your assistant to hand off an active phone call while the caller is still on the line. The assistant decides when to transfer based on your transfer description and the live conversation. For example, you can transfer when a caller:
  • Asks to speak with a human
  • Requests a sales, billing, or support team
  • Needs help outside the assistant’s scope
  • Reaches an escalation condition defined in your prompt
Write the transfer description like an instruction to the LLM. Be specific about the caller intent, department, or scenario that should trigger the transfer.
CallHQ assistant Tools tab with transfer call and custom function tools

Transfer call in CallHQ assistant setup

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Configuration Options

If your assistant supports multiple languages, add transfer messages that match the languages your callers use.

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How to Set Up Call Transfer

1

Open the Tools Tab

Go to Build → Assistant, select your assistant, then open the Tools tab.
2

Create Transfer Call Tool

In the Transfer Call Tool section, click Create Transfer Call Tool.
3

Add the Destination Number

Enter the phone number where calls should be transferred. Use international format with the country code.
4

Write a Clear Description

Describe exactly when the transfer should trigger, such as “Transfer when the caller asks for pricing, demos, or the sales team.”
5

Add a Pre-tool Message

Set the message your assistant speaks before starting the transfer.
6

Save and Test

Save the transfer configuration, then test it with realistic caller phrases before using it in production.
For multiple departments, create separate transfer tools for Sales, Support, Billing, or other teams. Give each tool its own destination number and trigger description.

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Example Conversation

Caller: “I’d like to speak with someone from your sales team.”Assistant: “Sure, I’ll transfer you to our sales team. Please wait a moment.”The assistant triggers the transfer call tool and routes the call to the configured sales number.

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Best Practices

Be Specific

Use detailed descriptions like “Transfer to sales when the caller asks about pricing, demos, or purchasing” instead of generic wording.

Test Phone Numbers

Verify destination numbers are correct and reachable before deploying your assistant.

Use Pre-tool Messages

Set a friendly message so callers know they are being transferred.

Plan for Failures

Decide what the assistant should do if the destination number is busy or unavailable.
Test call transfers before deploying. Failed transfers frustrate callers, so always verify phone numbers and handoff behavior.