> ## Documentation Index
> Fetch the complete documentation index at: https://chatbase.co/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Transfer to phone number

> Transfer a live voice call from your AI Agent to a human by forwarding the caller to a phone number.

The **Transfer to phone number** action allows your AI Agent to seamlessly hand off a live phone call to a human.

When the action is triggered, Chatbase plays a configurable hand-off message to the caller and transfers the call to the phone number you've configured.

<Warning>
  This action is only supported on the <b>Phone</b> channel.
</Warning>

<Frame>
  <img src="https://mintcdn.com/chatbase/Rjii9mQDShZypSSe/user-guides/chatbot/images/actions/transfer-to-human.png?fit=max&auto=format&n=Rjii9mQDShZypSSe&q=85&s=45ebccbcf754a5b8c2b8a0c1e4a7966e" alt="Action Configuration" width="2524" height="1500" data-path="user-guides/chatbot/images/actions/transfer-to-human.png" />
</Frame>

## How it works

<Steps>
  <Step title="The AI decides a transfer is needed">
    The AI Agent determines that a human should handle the conversation based on the instructions you've provided in the **When to use** field.
  </Step>

  <Step title="The caller hears the hand-off message">
    Chatbase automatically plays your configured **Message to caller** before initiating the transfer.
  </Step>

  <Step title="The call is transferred">
    The live call is forwarded to the configured phone number.
  </Step>

  <Step title="Transfer complete">
    Once the transfer begins, the AI Agent leaves the call and cannot resume the conversation.
  </Step>
</Steps>

***

## Setting up the action

<AccordionGroup>
  <Accordion title="General">
    ### Action name

    Give the action a descriptive name.

    **Example:** Transfer\_To\_Support

    If you have multiple departments, you can create multiple transfer actions.

    **Examples:**

    * Transfer\_To\_Sales
    * Transfer\_To\_Support
    * Transfer\_To\_Billing

    ***

    ### When to use

    Describe exactly when the AI should perform the transfer.

    **Example:**

    Use when the caller asks to speak to a real person on the phone.

    Call this tool to transfer the ongoing phone call to the configured phone number only when the caller explicitly requests to talk to a real person, or when you cannot resolve their issue.

    This transfers the live call to the configured phone number and ends your part of the call.

    Do not announce the transfer yourself—the system speaks the configured hand-off message to the caller and then performs the transfer.

    Only call this tool on phone calls.

    <Tip>
      Be as specific as possible. Good instructions help your AI determine exactly when a transfer should occur.
    </Tip>
  </Accordion>

  <Accordion title="Configuration">
    ### Phone number

    Enter the phone number that should receive transferred calls.

    The phone number must use **E.164 format**.

    **Example:** +12125551234

    Only the following are supported:

    * **Twilio phone numbers**
    * **SIP trunks**

    <Info>
      If you're using a SIP trunk, make sure both <b>SIP REFER</b> and <b>PSTN</b> are enabled on the trunk before using this action. Otherwise, call transfers will not work.
    </Info>

    ***

    ### Message to caller

    Configure the message that is played to the caller immediately before the transfer begins.

    ***

    ### Message if the transfer fails

    Configure the message the AI Agent should say if the transfer cannot be completed.

    After this message, the AI Agent continues the conversation.

    <Info>
      If the transfer fails, the AI Agent will say this message and continue assisting the caller. If this field is left empty, the default failure message will be used.
    </Info>
  </Accordion>

  <Accordion title="Channels">
    This action currently supports the **Phone** channel.

    Click **Setup** next to **Phone** to configure the required phone integration.

    Once configured, click **Save & enable**.

    <Warning>
      If the Phone channel hasn't been configured, this action cannot be used.
    </Warning>
  </Accordion>
</AccordionGroup>

***

## Best practices

<CardGroup cols={2}>
  <Card title="Be explicit">
    Clearly define when the AI should transfer the caller instead of trying to solve the issue itself.
  </Card>

  <Card title="Use descriptive names">
    If you have multiple transfer actions, give each one a meaningful name like **Transfer\_To\_Sales** or **Transfer\_To\_Billing**.
  </Card>

  <Card title="Write a natural hand-off message">
    Keep the message short so callers know they're being connected.
  </Card>

  <Card title="Configure a fallback">
    Always provide a friendly fallback message in case the transfer cannot be completed.
  </Card>
</CardGroup>

***

## Limitations

* Once a transfer begins, the AI Agent cannot resume the conversation.
* This action only works for live phone calls and is not available on chat-based channels.