A transfer call template is the allow-list of where a smart assistant is permitted to transfer calls. Each rule pairs an extension with a plain-language description of when to use it, and the AI picks the right target at runtime based on what the caller wants.
Overview
Without a template, a smart assistant can only end a call. With one, it can hand off to a human or another assistant based on conversation context. A template is reusable: assign it to one or more smart assistants so assistants serving the same flow can share it.
The rule descriptions are the load-bearing part: the AI uses them as decision criteria, not just labels, so be specific. "When the caller asks for pricing" routes cleanly, while "when relevant" confuses the AI and produces wrong transfers.
What it does
When the assistant decides to transfer, it reads every rule's description, picks the best match, and fires the transfer. If no rule matches, it ends or continues depending on the system prompt. The AI is not bound to transfer: the system prompt decides when a transfer is appropriate, the template provides the menu of options.
Cold transfer (the default) hands the caller over immediately with no context. Warm transfer calls the destination first and briefs them while the caller hears hold music, then connects both parties.
See also
- Smart assistants - the assistants that reference these templates.
- AI IVRs - the lighter sibling that uses the same template concept.
- Extensions - the transfer destinations.
- Famulor agents - the other AI assistant flavor, with its own transfer system.