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The Transfer node routes the active call to a human agent, a call queue, an external phone number, or a SIP endpoint.

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Behavior

  • Initiates a call transfer to the configured destination
  • Waits up to the configured timeout for the transfer to complete
  • Emits one of three events based on the outcome
  • Optionally records the transferred call and whispers context to the receiving agent

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Configuration

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Transfer types

Queue

Route to a named call queue. The call is distributed to the next available agent in the queue based on priority.

Direct

Transfer directly to a specific agent by ID. Useful for VIP routing or callback scenarios.

External

Dial an external phone number. Use for transferring to third-party services or non-agent destinations.

SIP

Route via SIP URI for enterprise telephony integrations.

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Output handles

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Use cases

IVR Menu → Transfer (queue: “sales”). On timeout, transfer to a backup external number. On failure, play an apology and end the call.
Use a Condition node to check a customer tier variable. If VIP, transfer directly to a specific agent with priority: "urgent" and a whisper message.
Time Check (Closed) → Transfer (external) to an after-hours answering service.