> ## Documentation Index > Fetch the complete documentation index at: https://docs.phonely.ai/llms.txt > Use this file to discover all available pages before exploring further. # Transfer Call > Transfer an active call to one or more phone destinations. 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](/blocks/flow-control-and-routing/transfer-flow) to continue the call in another inbound flow. ## Choose a transfer type | Transfer type | What happens | Best for | | :---------------- | :------------------------------------------------------------------------------------------------ | :---------------------------------------------------------------- | | **Cold Transfer** | Phonely plays the pre-transfer message, then sends the caller directly to the destination | Shared lines or destinations that do not need an introduction | | **Warm Transfer** | Phonely calls the destination separately and manages the connection before handing off the caller | Handoffs that need an introduction, permission, or recovery route | 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. ## 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. | Destination | Transition condition | | :---------- | :---------------------------------------------------------- | | **Sales** | The caller wants pricing, a quote, or to purchase a service | | **Support** | The caller needs help with an existing product or service | 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. ## 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. ### While waiting for connection Choose the caller's experience while Phonely calls the destination: | Option | Caller experience | | :---------------------- | :--------------------------------------------------------------------- | | **On Hold Chat** | The agent continues the conversation using the **On Hold Chat Prompt** | | **On Hold Music** | Hold music plays while the caller waits | | **Both (Chat + Music)** | The agent can continue the conversation while hold music plays | 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. ### When connection is established Warm transfer messages play at different points in the connection: | Setting | Who hears it | When it plays | | :---------------------------------------- | :----------- | :----------------------------------------------------------- | | **Message to Caller (Inbound)** | Caller | After a person answers, before the connection | | **Message to Recipient (Outbound)** | Recipient | After a person answers, before the connection | | **Post Transfer Message** | Both parties | After they are connected, before the agent leaves | | **Transfer Failed Message for Recipient** | Recipient | If the caller disconnects before the connection is completed | 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. ### 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. ## Configure warm transfer routing The **Routing** step controls what happens when Phonely reaches an automated system instead of a person. | Setting | Behavior | Flow route | | :------------------------------ | :--------------------------------------------------- | :-------------------------- | | **IVR Detection: None** | Applies no special IVR behavior | No IVR-specific route | | **Transfer on IVR Detection** | Connects the caller to the detected automated system | Transfer completes | | **Exit on IVR Detection** | Stops the attempt when an IVR is detected | **IVR Detected** | | **Voicemail Detection: None** | Applies no special voicemail behavior | No voicemail-specific route | | **Exit on Voicemail Detection** | Stops the attempt when voicemail is detected | **Voicemail Detected** | 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](/blocks/common-settings#call-outcome-tagging). **Human Answered Call Outcome Tagging** can also apply when a person answers the destination. ## 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. ## Troubleshooting Compare the destinations' **Transition Conditions**. Make each condition specific and distinguishable, then test clear and ambiguous requests again. Turn off **Fast Transfer**, enable **Ask Outbound Leg for Permission**, and make **Message to Recipient (Outbound)** a clear yes-or-no question. Confirm that the corresponding IVR or voicemail option is set to **Exit**, then connect the named route shown on the block. **Transfer on IVR Detection** completes the transfer and does not use **IVR Detected**. Confirm that the block uses **Warm Transfer** and that the destination has a valid failover number. Failover runs when the primary transfer fails; an IVR or voicemail set to **Exit** follows its named recovery route instead. Review **Warm Transfer Attempt Duration** and the destination's availability. Increase the duration only when recipients reasonably need more time to answer. Check which message field is intended for that participant and point in the connection sequence. Then test with separate caller and recipient phones so you can verify both sides.