Transfer Call

Use Transfer Call to send an active call to an external phone destination. Choose a cold transfer for a direct handoff or a warm transfer when Phonely should reach the recipient first and manage the connection. Use Transfer Flow to continue the call in another inbound flow.

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Choose a transfer type

A cold transfer ends the Phonely flow when the handoff begins. A warm transfer can return through a recovery route when the connection is unsuccessful or a configured detection rule is met.

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Configure destinations

Add at least one Transfer Destination:

1. Enter the Phone Number, including its country code.
2. Set the Pre Transfer Message the caller hears before the handoff.
3. Add destinations when Phonely needs to choose between people or teams.

For message fields, choose Fixed to play the text you enter or Promptable to generate a message from your instructions and the conversation context. With multiple destinations, enter a distinct Transition Condition for each one. Phonely compares the conversation with these conditions and may ask a clarifying question before selecting a destination. Keep the conditions specific and distinguishable. Phone numbers and messages can use variables from earlier in the flow. For a warm transfer, Enable Failover for a destination to try its backup numbers in order when the primary number cannot be connected.

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Configure a warm transfer

Warm transfer settings control what the caller experiences while Phonely reaches the destination and what happens before both parties are connected.

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While waiting for connection

Choose the caller’s experience while Phonely calls the destination: Use Reminder Message and Reminder Frequency to update the caller while the transfer is in progress. Keep reminders short and do not suggest that the recipient has answered.

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When connection is established

Warm transfer messages play at different points in the connection: Enable Ask Outbound Leg for Permission when the recipient must accept the transfer. Make Message to Recipient (Outbound) a clear yes-or-no question. If the recipient declines, the attempt fails and Phonely tries any configured failover numbers. Fast Transfer (Beta) skips the messages to the caller and recipient and does not wait for recipient permission. After a person answers, Phonely connects both parties and plays only the Post Transfer Message before leaving.

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Adjust detection and attempt duration

Detection Timeout controls how much audio Phonely uses to determine whether a person, IVR system, or voicemail answered. A shorter value responds faster; a longer value provides more audio for classification. In Advanced Settings, Warm Transfer Attempt Duration sets the maximum time Phonely can spend trying to complete the warm transfer.

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Configure warm transfer routing

The Routing step controls what happens when Phonely reaches an automated system instead of a person. Use IVR Detection Prompt and Voicemail Detection Prompt to give Phonely additional cues for classifying what answered. These prompts do not tell Phonely how to navigate an IVR menu. A warm transfer uses Transfer Failed after an attempt cannot be completed and any configured failover numbers are exhausted. Connect every route shown on the block to a suitable fallback. The block makes Warm Transfer Attempt Duration available to recovery routes for reporting or later decisions. For reporting, see Call Outcome Tagging. Human Answered Call Outcome Tagging can also apply when a person answers the destination.

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Test the transfer

Use phone numbers you control before relying on the block for live calls:

1. Confirm that each destination number and pre-transfer message are correct.
2. For multiple destinations, test a clear request for each condition and an ambiguous request that may require clarification.
3. For a warm transfer, test a human answer and every configured recovery route.
4. Confirm that the caller and recipient hear the intended messages at the right time.
5. Complete a real inbound or outbound call to verify the full handoff.

When testing failover, make the primary destination unavailable and confirm that the backup numbers are attempted in order.

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Troubleshooting