# Have the call transferred to a person

When the agent hands off, and to whom.

- Role: Manager
- Duration: 5 min
- On: Web, Mac
- Learning Centre: https://callizy.ca/en/apprendre/transfert-humain
- Open this screen in Callizy: https://app.callizy.ca/en/manager?view=ai-agents

## Before you start

- Your AI receptionist: see [Create and test your AI receptionist](https://callizy.ca/en/apprendre/creer-sa-receptionniste).
- To transfer to a colleague or a team: your team in Callizy, see [Invite your team and create ring groups](https://callizy.ca/en/apprendre/inviter-equipe).

## Step by step

7 steps, about 5 min.

Screenshots show Callizy in French. Button names are given in English.

### 1. Open the transfers (20 s)

Open your agent, **Actions** tab, then **Call transfers**. Click **Add transfer**.

Menu: Administration › AI voice agents › your agent › Actions › Call transfers

### 2. Say when to transfer (30 s)

**When to transfer**: the situation, in one sentence. For example “When the customer wants to speak with tech support”. During the call, the agent decides based on this sentence.

### 3. Choose who gets the call (30 s)

**To whom**: **Specific agent** for a colleague, **Team**, **External number** or **Main line**. An external number is written in international format, for example +15145551234.

### 4. For a team, set the ringing (30 s)

**Ring strategy**: **Parallel (all ring)** rings everyone at once. **Sequential (fixed order)** rings one member at a time. **Ring timeout (seconds)**: 20 to start, from 5 to 60.

### 5. Choose the transfer mode (1 min)

Open **Options**. **What the agent says before transferring** is already filled in: “I’m transferring you, one moment.”. Under **Transfer mode**: **Direct transfer**, or **Transfer with context**: your colleague first hears a short summary of the call.

### 6. Plan for when nobody answers (30 s)

**Message if no one answers (optional)**: the sentence the caller hears if nobody picks up. For example “Our whole team is busy. We will call you back as soon as possible.”. Click **Add**.

### 7. Save, then test (1 min)

At the top, click **Update**: otherwise, nothing is saved. Then, on the agent’s card, **Test** and **Call me**. Ask to speak to someone.

## Key points

- The agent transfers when the situation in **When to transfer** comes up. One transfer per situation: support, billing, an emergency.
- A colleague or an external number rings for 30 seconds. A team rings for the **Ring timeout**.
- Nobody answers? The caller hears the **Message if no one answers**, then the call ends. The agent does not take the call back.

## Not working?

### Callizy shows “Pick a transfer destination.”

1. Choose the colleague or the team, or enter the external number.

### Callizy shows “The trigger scenario is required.”

1. Fill in **When to transfer**.

### Callizy shows “No team available.”

1. Create a team first: see [Invite your team and create ring groups](https://callizy.ca/en/apprendre/inviter-equipe).

### The agent does not transfer

1. Did you click **Update**, at the top? Without it, nothing is saved.
2. Make **When to transfer** more precise: the agent decides based on this sentence.

### The colleague’s phone does not ring

1. They must be signed in to Callizy, on the web or in the app, to receive the call.
2. Check the colleague or team chosen in **To whom**.

## Frequently asked questions

### What is the difference between a direct transfer and a transfer with context?

**Direct transfer**: the call goes through right away. **Transfer with context**: your colleague first hears a short summary of the call. The caller does not hear it. Then they are connected.

### Can I transfer to a cell phone?

Yes: choose **External number** and enter the number in international format, for example +15145551234.

### What does “Main line” mean?

Your company’s main number. The call goes back through its phone menu.

### What happens in sequential mode?

One member rings for the **Ring timeout**. With no answer, the next one rings. Once everyone has rung, the caller hears the **Message if no one answers**.

Updated October 29, 2026.