Transfer a live call to a person

Which plan you need

Call transfer is available on Business and Enterprise. On Free and Builder the Call Transfer section in the agent editor is locked and transfer stays off. If you try to switch it on, you see a message such as: "Call transfer to a person is not available on the Builder plan. Upgrade to Business to use it."

See Plans compared.

Set up call transfer

1. Open Agents and open the agent.
2. On the Setup tab, scroll to Call Transfer.
3. Switch on Enable call transfer.
4. Set Business hours: a start and end time, in IST. Transfers only happen inside these hours.
5. Edit the Unavailability message. This is what the agent says if a caller asks for a person outside business hours. The default is "Transfers are unavailable outside business hours."
6. Under Destinations, click New destination and fill in:
   • The phone number to transfer to.
   • A description of who answers there, for example "Sales team, for price and site visit questions" or "Accounts, for payment and refund questions".
7. Add more destinations if different questions should go to different people.
8. Click Save Changes.

What number format to use

Enter the full number with the country code, in the same style as the example in the box: +91 followed by the 10-digit mobile number, for example +91 90909 24242.

Check each number carefully. Vyora does not test the number when you save, so a typo only shows up when a caller is transferred. Make a test call and ask for a person to confirm it rings.

How the agent decides to transfer

• The agent transfers when the caller needs a human, for example when they ask to speak to someone or ask something the agent cannot handle.
• With more than one destination, the agent picks one using your descriptions. Clear, different descriptions help it choose correctly.
• The agent tells the caller before it transfers.
• Once the call is handed over, the AI agent leaves the call and your team member continues.

You can also say exactly when to transfer in the script. In Task, Response Guidelines, Introduction & Objective or FAQ, type @ and pick Call Transfer to mention the tool, for example: "If the caller wants to negotiate the price, use @Call Transfer." See Write a good agent script.

Things to know

• A/B versions: call transfer settings are shared by all versions of an agent. You edit them on the base version.
• Outgoing and incoming calls: transfer is set per agent, so it works for whatever calls that agent handles. For incoming calls you also need your own number, see Receive incoming calls.
• Turning it off: switch off Enable call transfer and click Save Changes. Your destinations stay saved for later.

Transfer not working?

1. Check your plan is Business or Enterprise.
2. Check Enable call transfer is on and you clicked Save Changes.
3. Check the time: outside your business hours the agent says the unavailability message instead.
4. Check the destination number for typos.

If it still does not transfer, raise a ticket with the agent's name and the time of the call.