Call Transfer

Overview

The Transfer node allows your voice agent to transfer the call to another phone number. This is useful when the agent has qualified the caller and wants to connect them with a human.

Cold Transfer

Immediate transfer without announcement

Warm Transfer

Transfer with announcement to the recipient

Transfer Types

Cold Transfer

Cold transfer immediately connects the caller to the destination number. How it works:

The agent qualifies the caller
The call is transferred instantly
The recipient receives the call without prior context

Use cases:

Transfer to a general line
Redirect to a phone switchboard
Situations where context isn’t needed

Warm Transfer

Warm transfer allows the agent to introduce the caller to the recipient before connecting both parties. How it works:

The agent qualifies the caller
The caller is put on hold with music
The agent calls the recipient and announces the call
The recipient accepts the transfer
Both parties are connected

Use cases:

Transfer to a sales rep with briefing
Connecting with a technical expert
Situations requiring context

Adding a Transfer Node

Step 1: Create the Node

In the workflow editor:

Click “Add Node” in the toolbar
Select “Transfer”
Position the node in your workflow

The Transfer node is a terminal node - it cannot have outgoing connections. The call ends (for the agent) after the transfer. The only exception is resuming the call if the person is unavailable.

Step 2: Configure the Transfer

Double-click the Transfer node to open the configuration:

Parameter	Description
Name	Name to identify this transfer in the workflow
Transfer Number	Destination number with country code (e.g., `+33612345678`)
Transfer Type	`Cold` (immediate) or `Warm` (with announcement)

Warm Transfer Options

If you choose “Warm Transfer”, additional options appear:

Parameter	Description
Announcement Message	Message the agent will say to the recipient before connecting the caller
Language	Voice language for the announcement

Available languages:

French (France) - fr-FR
English (US) - en-US
English (UK) - en-GB

Configuration Examples

Cold Transfer to Sales

Name: Transfer to Sales
Transfer Number: +33140123456
Transfer Type: Cold

The caller is immediately connected to the sales department.

Warm Transfer with Briefing

Name: Transfer to Tech Support
Transfer Number: +33612345678
Transfer Type: Warm
Announcement: "Hello, I'm transferring a call from a customer
              who has a billing issue.
              Their name is {{ caller_name }}."
Language: French (France)

The agent first calls tech support, announces the context, then connects the caller.

Variables in Announcements

For warm transfers, you can use variables in the announcement message:

Variable	Description
`{{ phone_number }}`	Caller’s phone number
`{{ caller_name }}`	Caller’s name, if a step of your agent collects a variable with this name
`{{ reason }}`	Reason for the call, if a step of your agent collects a variable with this name

Any variable collected by a step of your agent, or declared in the agent’s variables, can be used. Saving is refused when the announcement uses a variable that does not exist. Example:

"I'm transferring {{ caller_name }} who wants
 an appointment for {{ reason }}."

Workflow Architecture

The Transfer node should be connected after an Agent node that qualifies the caller.

The Transfer node has no outgoing connection, unless you resume the call if the person is unavailable. After the transfer, the workflow ends for the agent (the call continues between the caller and recipient).

If the person is unavailable

On incoming calls, the agent can keep the caller on the line while it calls the person, and take the call back if nobody picks up. In the Transfer step, turn on Resume the call if the person is unavailable. Then connect the output of the Transfer step to a step that takes a message: first name, last name, reason for the call and a confirmed callback number. If the person does not answer, or if a voicemail picks up, the agent resumes the conversation on that step.

If nobody answers: backup numbers

Once Resume the call if the person is unavailable is on, the If nobody answers section lets you add backup numbers. The caller stays on the line while the agent tries the numbers one after the other:

The transfer number rings first.
If nobody takes the call, the backup numbers ring in the order of the list. Use the arrows to change the order.
As soon as someone takes the call, the caller is connected to them and no other number rings.
If nobody takes the call, the agent resumes the conversation and takes a message.

We recommend 2 backup numbers. You can add up to 5. The agent moves on to the next number when a number does not answer, is busy, declines the call, or when a voicemail picks up. A number that cannot be called from your line is skipped, without ringing.

Setting	Default	What it does
Ringing per number	20 seconds	How long each number rings before the agent moves on. Between 10 and 60 seconds.
Maximum caller wait	90 seconds	How long the caller can wait in total. After that, the agent resumes the call to take a message. Between 30 and 300 seconds.
Phrase between two tries	I’m trying another number, please hold.	Said to the caller before each new number. If you leave it empty, the agent says this phrase in the language of the call. 200 characters at most.
The recipient presses 1 to accept the call	Off	See below.

The ringing, waiting and phrase settings only apply once the step has a backup number. With the transfer number alone, it rings for 30 seconds before the agent resumes the call. The recipient presses 1 to accept the call works in both cases, with or without backup numbers.

The recipient presses 1 to accept the call

Some voicemails pick up within a few seconds. If that happens to your team, turn on The recipient presses 1 to accept the call. When they pick up, the recipient hears a short message then “Press 1 to take the call”. If they do not press 1, the agent moves on to the next number. This way, a voicemail never takes the call. The recipient hears this message in your agent’s language, whatever the language of the caller.

Numbers you can use

Backup numbers follow the same rules as the transfer number:

Write each number with its country code (+33 for France).
Calls can be transferred to France and its overseas departments, Belgium, Switzerland, Canada, Romania and Luxembourg, only to a country where you have a Tala phone number. France and its overseas departments count as one country.
Mobile numbers in Belgium, Switzerland and the overseas departments cannot receive transfers: use a landline.
A number can only appear once in the list.

Best Practices

Validate the number - Always use international format with country code (+33...).

Test with Looptalk - Verify that the transfer works before going live.

Plan a fallback - What happens if the recipient doesn’t answer? Add backup numbers and a message step.

Keep warm transfer brief - The announcement message should be short and informative (10-20 seconds max).

Troubleshooting

Transfer Fails

Check:

Number format (country code required)
That the destination number is reachable
That the number is in a country you can transfer to (see Numbers you can use)

Caller Doesn’t Hear Hold Music

For warm transfers, hold music plays while the agent contacts the recipient. If it doesn’t work:

Check your workflow’s audio configuration
Contact support if the issue persists

Warm Transfer Takes Too Long

The announcement is too long. Reduce the announcement message to the essentials (caller’s name + reason for the call).

Getting Started

Workflows

Integrations

Phone Numbers

Pricing

Features

API

Call Transfer

Overview

Cold Transfer

Warm Transfer

Transfer Types

Cold Transfer

Warm Transfer

Adding a Transfer Node

Step 1: Create the Node

Step 2: Configure the Transfer

Warm Transfer Options

Configuration Examples

Cold Transfer to Sales

Warm Transfer with Briefing

Variables in Announcements

Workflow Architecture

If the person is unavailable

If nobody answers: backup numbers

The recipient presses 1 to accept the call

Numbers you can use

Best Practices

Troubleshooting

Transfer Fails

Caller Doesn’t Hear Hold Music

Warm Transfer Takes Too Long

​Overview

Cold Transfer

Warm Transfer

​Transfer Types

​Cold Transfer

​Warm Transfer

​Adding a Transfer Node

​Step 1: Create the Node

​Step 2: Configure the Transfer

​Warm Transfer Options

​Configuration Examples

​Cold Transfer to Sales

​Warm Transfer with Briefing

​Variables in Announcements

​Workflow Architecture

​If the person is unavailable

​If nobody answers: backup numbers

​The recipient presses 1 to accept the call

​Numbers you can use

​Best Practices

​Troubleshooting

​Transfer Fails

​Caller Doesn’t Hear Hold Music

​Warm Transfer Takes Too Long

Overview

Transfer Types

Cold Transfer

Warm Transfer

Adding a Transfer Node

Step 1: Create the Node

Step 2: Configure the Transfer

Warm Transfer Options

Configuration Examples

Cold Transfer to Sales

Warm Transfer with Briefing

Variables in Announcements

Workflow Architecture

If the person is unavailable

If nobody answers: backup numbers

The recipient presses 1 to accept the call

Numbers you can use

Best Practices

Troubleshooting

Transfer Fails

Caller Doesn’t Hear Hold Music

Warm Transfer Takes Too Long