Documentation / Agent tools
Cold transfer (forward the call)
Forward the caller straight to a number or endpoint.
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A cold transfer forwards the caller directly to another phone number or endpoint. The agent hands the caller over and drops out; there is no private briefing.
Requirements#
Add the destination to the transfer allow-list on the Security tab. A transfer to anything not on the list is refused.
When to use#
Use it for simple forwarding where the receiver needs no context, e.g. "send billing questions to the billing line".
Prompt example#
"If the caller asks about an invoice or payment, tell them you will connect them to the billing team, then transfer the call."