Agent Transfer Not Working
If callers cannot transfer to a person, check the transfer setup before changing forwarding.
Verify The Transfer Phone
Live transfers require a verified transfer phone. Confirm:
- the number is entered in international format
- the number can receive SMS
- the 6-digit verification code was entered before it expired
- the dashboard shows the transfer phone as verified
Check Transfer Settings
Confirm:
- Transfer human requests is turned on
- transfer keywords are enabled
- fallback behavior is set correctly
- any knowledge card set to Transfer is active
- the transfer phone is not blank
Test From A Real Call
Call the AI number and say:
I need to speak to the manager.
If the AI takes a message instead, check fallback behavior and keyword settings.
Check The Receiving Phone
Make sure the transfer phone:
- has signal
- is not in do not disturb mode
- is not blocking unknown or forwarded calls
- can receive normal calls
Avoid Loops
Do not set the transfer phone to the current business phone number if that number forwards to the AI number. That can cause the call to loop.