How to Use Retell AI’s Transfer Call Feature for Seamless Call Management

Effective call handling is a very important factor that helps to maintain clear and effective communication as well as provide the best customer service. Retell AI’s Transfer Call feature is therefore designed to help users easily move calls between agents whether artificial or human and in the process optimize on time and improve user experience.  

What Is the Transfer Call Feature?

The Transfer Call feature enables the Retell AI to connect the call to a human agent or another AI agent under certain conditions. It supports cold transfers in which no information is passed to the next agent and warm transfers in which a call summary is provided for the purpose of continuity. 

Steps to Set Up Transfer Call in Retell AI 

 Step 1: Add the Transfer Call Tool

 To begin using the Transfer Call feature: 

•  Go to the tools section in the Retell AI’s dashboard. 
•  Click on the “+ Add”  button on the right side of the screen. 
•  From the dropdown menu, choose “Transfer Call”. 

This action embeds the tool into your workflow so that you can set the parameters for call transfer. 

Step 2: Configure Basic Settings 

 Define the particular criteria that should lead to the call being transferred. For example: 

• If the user shows signs of anger then the call should be forwarded to a human agent. 
• If there is a problem with technology then the call should be passed to an AI agent who is experienced in problem solving.

The above conditions facilitate the effective and timely handling of calls to meet the needs of the callers. 

Step 3: Update the Prompt 

The information regarding call transfer conditions should also be included in the agent’s prompt to avoid mistakes.  For instance: 

• Prompt Example: “If the user is angry or frustrated, use the transfer_call  tool and pass the conversation to a human agent.” 

This assists the AI agent to know the trigger conditions and how to proceed with the conversation. 

Step 4: Configure Transfer Type  (Optional) 

 Choose whether the transfer is a cold transfer or a warm transfer: 

•  Cold Transfer:  The call is connected to the next agent without pre-information about the customer. 
•  Warm Transfer:  When the next agent answers the call, Retell AI gives a brief description of the call to help the conversation flow. During the transfer: 

• Both the user as well as the next agent listen to the call summary. 
• This way the next agent is completely aware of what went down before he or she decides to come into the conversation. 

 Step 5: Configure Caller ID for Cold Transfer  (Optional) 

 For cold transfers, manage the appearance of caller ID to the next agent: 

1. Retell Agent’s Number: In the next agent’s view, the phone number of the Retell agent is displayed. 
2. Transferee’s Number: Here the next agent will get to see the phone number which was used by the user to make the call. 

These settings provide choices to best accommodate your operation’s needs. 

 Advantages of Using Retell AI’s Transfer Call Feature 

1.  Improved Customer Experience: 

The calls are appropriately connected to the right agent thereby helping to minimize time spent by the users and thus reducing their frustration. 

2. Customizable Workflows: 

To meet particular business needs,  fine-tune transfer conditions and types. 

3. Efficient Communication: 

This is because, with warm transfers, the agents are adequately equipped to handle the call and thus improve the quality of the call. 

4. Flexible  Caller ID Options: 

The features of providing the customers the options of how their caller IDs will be displayed make the process more effective. 

Conclusion 

The Transfer Call feature of Retell AI is a great solution for companies that want to optimize the call management process. No matter what type of service or support they require, from handling customer complaints to resolving technical problems to coordinating numerous processes, this feature guarantees better call management that increases the productivity of the agents and the satisfaction of the customers.

To begin with, do the following or refer to the official Retell AI Transfer Call guide if more information is needed. 

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