The agent doesn't transfer calls correctly
Check transfer conditions, destinations, hand-off style, ring time, fallback, and business hours, then test by phone.
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If the agent isn't transferring when it should, is transferring when it shouldn't, or the transfer itself doesn't work, work through these.
Check the transfer is actually configured as a function
A transfer only works if it's added as a function on the call flow — mentioning a person or department in the agent's instructions isn't enough on its own.
- Open the flow, then Settings → Functions, and confirm a Call transfer exists for the destination you expect.
- Open it and read When should the agent transfer? — this is what the agent uses to decide. Vague wording is the most common cause of a transfer firing at the wrong time, or not firing at all. Be specific about what does and doesn't qualify.
Check the destination and hand-off
- Confirm the destination number or agent is correct, and that the Hand-off style (Cold, Whisper, or Warm) matches what you want your team to experience.
- Check Ring time & fallback — how long it rings, and what happens if nobody answers.
- If you're using Business hours routing, confirm the timezone is correct and that every time period has a number or is set to block transfers.
Test it properly
Transfers can't be tested in a browser call — test by calling the number from a phone, and actually let the transfer ring through to the destination.
When to contact support
Give the call ID, the transfer's name, what you expected to happen, and what actually happened.