How can I set up a call transfer on Dial.Plus

With Dial.Plus, you can forward calls from one AI agent to another. Transfers to a human agent will be available soon.

Setting Up Call Transfer

Follow these steps to set up call forwarding to an AI agent:

1. Log in to your Dial.Plus account.
2. Go to the Agents tab.
3. Click on the agent that you would like to set up call forwarding for.
4. Go to the Call Transfer tab.
5. Click + Add Transfer
   
6. Select Transfer to Agent to transfer the call to another AI Agent.
   
7. Assign which agent you would like to transfer the call to.
8. Describe the conditions under which the first agent should transfer the call to the second agent.
9. Add the transfer message that the first agent will read to the person on the line before transferring.
10. Choose whether you would like to enable the other agent to play their first message after the transfer.
11. Save your changes by clicking Add Transfer.

Editing your Call Transfer Rules 

Follow these steps to edit your call forwarding rules: 

1. Log in to your Dial.Plus account.
2.  Go to the Agents tab. 
3. Click on the agent that you would like to edit the call forwarding for.
4. Go to the Call Transfer tab.
5. Click on the three dots (⋮) next to the Call Transfer you would like to edit and click Edit Rule. 
6. Add your edits, and then click Update Transfer.

Why Set up Call Transfer

Call transfer is useful because it lets you:

• Hand off calls from one AI agent to a more specialized AI (e.g., “general receptionist” → “billing specialist”).
• Create a more natural, guided conversation flow instead of one agent trying to handle everything.
   

Best Practice

We recommend that you: 

• Use clear transfer triggers. Define specific words, phrases, or intents that should prompt a transfer (for example: “billing,” “refund,” “cancel,” “technical issue,” “speak to an agent”). Start narrow, then expand based on real call logs.
• Write a reassuring transfer message. Tell the caller who they’re being transferred to and why. Keep it short and friendly, and set expectations (for example: “I’m transferring you to our Billing Assistant who can help with refunds and invoices.”).
• Enable the new agent’s first message. Let the receiving agent play their opening message after the transfer so the caller immediately knows they’ve reached the right place and what to do next.
• Avoid unnecessary transfers. Transfer only when it improves the experience (complex topics, specialized requests, or repeated confusion). If the first agent can solve it confidently, keep the call with them.
• Test and iterate. Run a few sample calls for each transfer rule, then refine the conditions and message based on where callers hesitate or bounce between agents.
• Keep responsibilities distinct. Give each agent a clear scope (e.g., Reception → Scheduling → Billing) so callers don’t get routed in circles.