Connect a caller to a person¶
Conference forwarding lets your Agent connect the caller to someone on your team. The recipient can hear a summary first and choose whether to accept. Also decide what should happen when nobody is available.
The reception and transfer template includes a complete system prompt, a tool description and a screening prompt, with callback intake if the connection fails.
Configure the tool¶
Create a Conference forwarding tool under Actions → Tools. Add named E.164 destinations or import directory targets. Use the same target names in your prompt.
| Setting | Purpose |
|---|---|
| Execution description | When the Agent may initiate handoff |
| Named targets | Known people or teams |
| Allow dynamic recipient | Allows a number obtained during the conversation from an approved source |
| Timeout | How long the recipient has to answer. Start with 20 seconds and check that your team has time to pick up. |
| Call screening | Lets the recipient hear context and accept or decline |
| Screening summary / announcement prompt | Concise recipient-oriented context |
| Voicemail / machine detection | Attempts to exclude detected voicemail. This can delay when the caller hears the recipient. |
With fixed targets, the Agent uses the saved names and numbers. Enable dynamic recipients only when the destination comes from an approved source, such as your CRM.
Explain the handoff once¶
Pass the waiting message to the tool through waitForCallerMessage. The tool speaks it when forwarding starts, so do not instruct the Agent to say the same message beforehand. Use forwardingNumber to select the destination.
Use the conference forwarding target "Service team" when the caller requests
live service support. Supply a short waiting message in waitForCallerMessage.
If no one accepts or forwarding fails, return to collecting a callback request.
Do not promise the recipient has accepted until the result confirms it.
Choose the recipient experience¶
With screening, the recipient hears context and can accept or decline. Without screening, use the configured recipient announcement behavior. Manual live forwarding additionally exposes explicit Silent, Announcement and Screening modes.
Use the Direct forwarding tool for a transfer without a conference announcement or screening. It passes along the original caller number. Whether the recipient sees it depends on the phone network.
Test acceptance and fallback¶
Test answered, unanswered and declined calls, as well as voicemail. Check that the Agent continues with the planned callback process when nobody is available. Voicemail detection can delay the connection, so test whether it helps your team.
Review the final attempt status in Call History, including multiple attempts. The number's AI-duration limit does not terminate a successfully forwarded human conference.