Call Transfer

The Call Transfer tool lets your AI agent transfer an active telephony call to a phone number or SIP endpoint. Configure a fixed destination or a template that reads a destination from call context.

Use this tool when the caller should speak to a human operator, department, support queue, or another phone system.

Supported providers

Call transfer is available for telephony calls using Twilio, Telnyx, or Asterisk ARI providers.

Warning

Web calls do not support call transfer.

How call transfer works

When the agent decides a transfer is needed, it calls the Call Transfer tool. Tigy AI resolves the configured destination, optionally plays your pre-transfer message, and starts the transfer through the telephony provider. When the destination answers, the caller is connected and the AI agent ends its involvement.

The transfer is a blind transfer. Tigy AI does not pass conversation context to the receiving human as part of the transfer.

Configure the tool

Before configuring the tool, have a destination that is reachable from your telephony provider. For Asterisk ARI, configure the SIP endpoint on your Asterisk server first.

1. Enter a name and description that explain when the agent should transfer a call.
2. Enter the destination phone number, SIP endpoint, or context template.
3. Choose whether to play a custom message before transferring.
4. Set the transfer timeout: between 5 and 120 seconds, with a default of 30 seconds.
5. Enable the tool for your agent and explain when to use it in the agent's instructions.
6. Test the transfer with a telephone call before publishing the agent.

Destination

Use one of these values in the destination field:

• A fixed E.164 phone number, such as +1234567890.
• A SIP endpoint, such as PJSIP/sales-queue.
• A context template, such as {{initial_context.transfer_destination}}.

If you use a template, provide the destination in call context before the transfer. The template must resolve to a non-empty destination in the format required by your provider.

Pre-transfer message

Choose No message to start the transfer without a spoken announcement, or Custom message to enter a message the agent plays before transferring.

For example: "Please wait while I connect you with our support team."

Transfer timeout

The timeout is the maximum time Tigy AI waits for the destination to answer after the provider transfer starts. Configure a value that gives your receiving team enough time to answer, then test both answered and unanswered calls.

Destination formats

Twilio and Telnyx

Use an E.164 phone number, such as +1234567890. The number must be reachable from your connected telephony provider.

Asterisk ARI

Use a SIP endpoint configured on your Asterisk server, such as PJSIP/sales-queue or SIP/1001.

Warning

External phone numbers require PSTN trunk configuration in your Asterisk setup.

Troubleshooting

The transfer tool is not called

Check that the tool is enabled for your agent and that the agent's instructions clearly explain when to transfer.

The transfer fails

Check that the destination is filled in, uses the format required by your provider, and is reachable. If you use a template, confirm that its context value is present and resolves to a valid destination. For Asterisk, also confirm that the SIP endpoint is configured on your server.

The destination does not answer

Check that the receiving line is available and review your transfer timeout. Test with the same telephony provider and destination you will use in production.