Documentation / Guides
Security & transfers
Control where calls can be transferred and keep them safe.
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Transferring a caller to a human is powerful, and guarded so it can only go where you allow.
Transfer destinations (allow-list)#
On the Security tab, add the phone number(s) or endpoints an agent is allowed to transfer to. A transfer to anything not on this list is refused. Templates that enable transfer ship with an empty list on purpose. Add your real number before those calls can route.
Cold vs warm transfer#
- Cold transfer forwards the caller directly (no hand-off).
- Warm transfer puts the caller on hold, briefs a colleague privately, then bridges them in.
See the Agent tools section for how each behaves and how to prompt for it.
Limits#
You can cap how many transfers a single call may attempt, to prevent loops or misuse.