Live transfer
The assistant transfers hot callers and special requests to an agent; it calls the agent first, reads a short summary, then connects the call.
3 min read
Some calls can't wait: a cash buyer who wants to view today, a seller ready to give you the instruction, or someone who simply says "I'd like to speak to an agent". In these cases the assistant transfers the call live to your agent. When the agent picks up, they already know who they're talking to and why.
How a transfer works
- Tells the caller. "I'll put you through to Selin, could you hold for a moment?"
- Calls the agent. While the caller holds, the assistant rings the agent's number.
- Reads a short summary. When the agent answers, before the caller is connected: "Ahmet Demir, about the Moda 3+1, budget 15 million, wants to view on Saturday."
- Connects the call. The agent and the caller start talking; the assistant drops off.
Sample call
Ahmet Demir: I want to see it today, I'm a cash buyer. Can I speak to an agent?
Elif: Of course. I'll put you through to Selin, who handles this listing. Could you hold for a moment?
Ahmet Demir: Sure.
Elif (to Selin): Selin, I have Ahmet Demir on the line. It's about the Moda 3+1, cash buyer, wants to view today. Connecting you now.
What was written to the CRM: outcome Transferred, tag transferred, note "Transferred to Selin Kaya; cash buyer, wants a viewing today".
When it transfers
Transfer rules are agreed with you during setup. Common examples:
- The caller explicitly asks for a person and insists.
- A hot buyer: clear budget, soon, wants to talk now.
- A seller or landlord who wants to discuss an instruction or valuation.
- A complaint, or a specific matter the assistant can't answer (a title deed issue, a deposit refund).
Transferring every call reduces the value of the assistant. Keep transfers for cases that really need an agent.
Transfer numbers
- Open the assistant from AI Agents → Voice AI → Agent List and go to the Actions section.
- Each Call Transfer action defines a situation ("Hot buyer", "Seller / instruction") and who to transfer to.
- The Transfer to field shows the agent's number.
When an agent goes on leave or changes number, you can update the transfer number. Include the country code (+90…). To change the transfer conditions or add a new transfer rule, ask your consultant.
Heads up
Don't use the office's own line as a transfer number. If the office line forwards to the assistant, the call loops back to the assistant. Use your agents' mobile numbers.
If the agent doesn't answer
If the agent doesn't pick up after a few rings, the assistant goes back to the caller:
Elif: Selin is with another client right now. I'll ask her to call you back before 5pm today, is that OK?
Then:
- A call-back task is created for the agent, with the caller's summary and the requested time.
- If a fallback agent was set up during onboarding, the assistant tries them first.
- The agent gets a notification.
You'll find tasks on the contact record and in the task list. See Tasks and notes.
Common issues
The agent answered but nobody was there. The caller may have hung up while holding. Check the hold time in the call recording; the assistant creates a task in this case too.
Transfers always go to the same person. The transfer rule points to one person. For area- or listing-based transfers, ask your consultant.
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