What is a Warm Transfer?
With a warm transfer, your AI agent privately tells your team member about the call before connecting them to the customer. Example:- Customer tells the AI their issue
- AI calls your team and privately says: “Customer needs help with billing. They sound frustrated.”
- Team member is ready and prepared
- AI connects everyone together
- No need for the customer to repeat themselves!
🎮 Interactive Demo
Watch how to set up a warm transfer:- Simple Agents
- Workflow Agents
🛠 Step-by-Step Instructions
- Simple Agents
- Workflow Agents
Step 1: Go to Simple Agents
- Open your OpenMic dashboard
- Click Simple Agents in the sidebar
- Select your agent
Step 2: Open Custom Functions Tab
Click the Custom Functions tab at the top.
Step 3: Add Transfer Call Function
- Click Add Function
- Select Transfer Call from the list
Step 4: Configure Basic Settings
Fill in these fields:Function Name:transfer_to_human(Use underscores, no spaces)Mode: Select StaticTransfer To: Select Static Number and enter a phone number
Format:
+1234567890 (include country code)Step 5: Choose Warm Transfer
Select Warm Transfer as the transfer type.
- Set timeout to 30 seconds
- Keep Auto-greet checked
- Select Prompt
- Enter:
Briefly explain why the customer is calling and their emotional state
- Asks your team if they’re ready to take the call
- Select Static Sentence
- Enter:
Great! You're now connected. I'll let you both take it from here!
Step 6: Save the Function
Click Save at the bottom.Step 7: Update Your Agent Prompt
Tell your AI when to use the transfer:- Go to the Configuration tab
- Add this to your agent’s prompt:
Step 8: Test It
- Call your AI agent
- Say: “I need to speak with someone”
- Your phone will ring
- You’ll hear the whisper message privately
- Then everyone gets connected!
Need More?
Full Transfer Call Documentation
Explore advanced features like webhook mode, dynamic routing.