Call transfers allow your AI agent to connect a caller with a member of your team during a live phone conversation. When a transfer is triggered, the agent hands the call off to a designated phone number based on the availability rules you configure. Two transfer modes are available: cold and warm.
Cold transfers
With a cold transfer, the agent connects the caller directly to your designated transfer number, without providing any details about the call so far or the reason for the transfer. Cold transfers are configured directly in the CollegeVine UI.
Setting up a transfer target
To configure a transfer target, navigate to Settings → Phone within the relevant product or department tab. At the bottom of the page, add a transfer target and provide the following details:
Name — something that will allow you to easily identify the transfer target, in case you want to set up multiple
Transfer target number — the phone number (in e.164 format) that should receive the transferred call
Note: This is a free-text field, so if you want your agent to transfer to one number in certain instances, and another in other cases, or if you want to provide a backup number in case the first one is busy, you can provide these details in a natural language prompt
Example: Transfer to +1XXXXXXXXXX, if that number is unavailable transfer to +1XXXXXXXXXX
Fallback email — an email address to notify if the transfer cannot be completed
Working hours — the hours during which the agent is permitted to initiate a transfer
Save the transfer target before moving on.
Enabling transfers for a responsibility
Once a transfer target is saved, you need to enable transfers on the relevant responsibility:
Navigate to the relevant responsibility and open Configuration → Edit.
Scroll to the bottom and toggle on Allow for the agent to make live transfers.
Select the transfer target you configured.
Save the configuration.
The agent will now be able to transfer callers to the designated number(s) during its configured working hours.
Warm transfers
A warm transfer gives the person receiving the call a brief overview from the agent before they are connected with the caller — for example, the caller's name, reason for calling, or other relevant context.
Warm transfer setup involves additional configuration beyond what is available in the CollegeVine UI, so if you're interested in this functionality, please reach out to your CollegeVine team! They'll be happy to assist with the setup. Configuration options available for warm transfers include:
What information the agent includes in its debrief to the receiver
Whether the agent provides a debrief audible only to the receiver, or a three-way debrief audible to both the caller and the receiver
Whether the caller hears hold music or a ringtone while waiting for the transfer