Use Agent Transfer in GHL Customer Care Voice AI to move live calls between specialized AI agents while keeping summaries, transcripts, and workflows connected.
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Agent Transfer lets one Voice AI Agent hand off an active conversation to another Voice AI Agent during the same live call. Use this feature to route callers to specialized agents based on intent, such as sales, support, billing, booking, or language-specific needs. This keeps each agent focused while helping callers continue the conversation without starting over.
Agent Transfer is a Voice AI action that lets one Voice AI agent hand off a live call to another Voice AI agent without leaving the original call. Instead of dialing a new number or starting a new conversation, the caller remains in one continuous live call while the agent changes behind the scenes.
Agent Transfer uses a root-and-destination model. The root agent is the agent the call starts with, and destination agents are the agents that can receive the transferred conversation.
During the call, the root Voice AI agent listens for the transfer conditions you define. For example, when a caller asks about pricing, the root agent can transfer the conversation to a pricing-focused destination agent. The destination agent then continues the conversation based on its own configuration, prompt, and purpose.
Agent Transfer is different from Call Transfer because it hands the call to another Voice AI agent instead of sending it to a person.
Key terms to know:
Root agent: The Voice AI Agent that starts the call and evaluates whether the caller should be transferred.
Destination agent: The Voice AI Agent that receives the transferred conversation and continues the interaction.
Transfer condition: The caller intent or situation that tells the root agent when to transfer.
Handoff message: An optional spoken message used to explain the transfer to the caller.
Key Benefits of Agent Transfer
Agent Transfer helps teams design cleaner, more specialized Voice AI call flows. Instead of building one large prompt to handle every possible caller need, teams can route callers between focused agents that are each configured for a specific purpose.
Seamless caller experience: The caller stays in the same live call while the conversation moves to another Voice AI agent.
Sharper, more accurate responses: A focused agent is less likely to drift or mix up instructions from unrelated flows.
Lower token usage: Each specialist carries only its own context, which can reduce the cost compared to using one large agent.
Reuse specialists across agents: The same "pricing expert" agent can be the handoff destination for any number of parent agents.
Unified post-call experience: Data extraction, workflows, and notifications from every agent involved in the call are merged automatically so downstream automations can use the combined post-call output.
Agent Transfer vs Call Transfer
These are easy to mix up as both features move a live conversation forward but they are designed for different outcomes.
Call Transfer transfers the call to a human using a phone number. Agent Transfer hands the call off to another Voice AI agent with no phone number involved.
Transfer Type
Destination
Requires Phone Number
Best Used When
Agent Transfer
Another Voice AI Agent
No
A different AI agent should continue the conversation
Call Transfer
Human Representative
Yes
A person needs to speak with the caller
Use Agent Transfer when:
A caller asks about pricing and should speak with a pricing-focused AI agent.
A caller wants to schedule an appointment and should move to a booking-focused AI agent.
A caller has a support question and should move to a support-focused AI agent.
A caller requests another language and should move to a language-specific AI agent.
Use Call Transfer when:
A caller needs a live team member.
A high-value lead should speak with a sales representative.
A sensitive issue requires human judgment.
Transfer Conditions and Handoff Messages
Transfer conditions tell the root agent when to move the caller to a destination agent. When configuring a destination agent, enter a natural-language condition in the When to transfer to this agent field. The condition should describe the caller intent that should trigger the handoff.
Each Agent Transfer configuration can include up to three destination Voice AI agents. Each destination agent needs its own transfer condition so the root agent knows when to send the caller there.
Examples:
“When the caller asks about pricing.”
“When the caller wants to schedule an appointment.”
“When the caller needs help in Spanish.”
“When the caller asks for technical support.”
Important: Avoid transfer loops. Agents should not transfer to each other in a circular pattern, as this can cause the call to fail.
Transfer Conditions and Handoff Messages (image 1 of 14)What this shows Important: Avoid transfer loops.What this showsIllustrates the "Transfer Conditions and Handoff Messages" section of "Voice AI: Agent Transfer".This screenshot appears in the "Transfer Conditions and Handoff Messages" section of "Voice AI: Agent Transfer". The text alongside this image reads: Important: Avoid transfer loops. Agents should not transfer to each other in a circular pattern, as this can cause the call to fail. Immediately after, the guide continues: You can also enable Speak During Execution to have the agent say a short handoff message. This can make the transition clearer for the caller, especially when the conversation is moving to a different department, topic, or language.Image 1 of 14What this coversImportant: Avoid transfer loops. Agents should not transfer to each other in a circular pattern, as this can cause the call to fail.
Buttons and menus referencedWhen to transfer to this agentup to three destination Voice AI agentsSpeak During Execution
Next stepYou can also enable Speak During Execution to have the agent say a short handoff message. This can make the transition clearer for the caller, especially when the conversation is moving to a different department, topic, or language.All 4 steps in this procedure
“When the caller asks about pricing.”
“When the caller wants to schedule an appointment.”
“When the caller needs help in Spanish.”
“When the caller asks for technical support.”
You can also enable Speak During Execution to have the agent say a short handoff message. This can make the transition clearer for the caller, especially when the conversation is moving to a different department, topic, or language.
Example handoff messages:
“Let me connect you to our pricing specialist.”
“I’ll transfer you to an agent who can help with scheduling.”
“One moment while I connect you with the right specialist.”
If you leave Speak During Execution turned off for a destination, the transfer happens invisibly. The caller simply experiences a natural pause and continuation of the conversation, now powered by a different agent.
Note: Only the root agent greeting plays when the call starts. Destination agents do not play their standard greeting when they receive a transferred call.
Transfer Conditions and Handoff Messages (image 2 of 14)What this shows Note: Only the root agent greeting plays when the call starts.What this showsIllustrates the "Transfer Conditions and Handoff Messages" section of "Voice AI: Agent Transfer".This screenshot appears in the "Transfer Conditions and Handoff Messages" section of "Voice AI: Agent Transfer". The text alongside this image reads: Note: Only the root agent greeting plays when the call starts. Destination agents do not play their standard greeting when they receive a transferred call. Immediately after, the guide continues: After a call ends, you can use Call Logs to confirm whether an Agent Transfer took place and review how the conversation moved between agents. Call summaries, transcripts, data extraction, recap emails and workflow triggers include….Image 2 of 14What this coversNote: Only the root agent greeting plays when the call starts. Destination agents do not play their standard greeting when they receive a transferred call.
Buttons and menus referencedWhen to transfer to this agentup to three destination Voice AI agentsSpeak During Execution
Next stepAfter a call ends, you can use Call Logs to confirm whether an Agent Transfer took place and review how the conversation moved between agents. Call summaries, transcripts, data extraction, recap emails and workflow triggers include activity from all of the agents that participated in the call.All 4 steps in this procedure
“When the caller asks about pricing.”
“When the caller wants to schedule an appointment.”
“When the caller needs help in Spanish.”
“When the caller asks for technical support.”
Audit Agent Transfers in Call Logs
After a call ends, you can use Call Logs to confirm whether an Agent Transfer took place and review how the conversation moved between agents. Call summaries, transcripts, data extraction, recap emails and workflow triggers include activity from all of the agents that participated in the call.
To view the call logs, go to AI Agents > Voice AI, then review the call log table for the completed call.
If Agent Transfer occurred, the Actions Triggered column displays Agent Transfer. If multiple transfers occurred during the same call, the column can show the transfer count, such as Agent Transfer (2).
Note: Post-call workflows can be triggered for the root agent and any agent involved in the transfer chain.
Audit Agent Transfers in Call Logs (image 3 of 14)What this shows Note: Post-call workflows can be triggered for the root agent and any agent involved in the transfer chain.What this showsIllustrates the "Audit Agent Transfers in Call Logs" section of "Voice AI: Agent Transfer".This screenshot appears in the "Audit Agent Transfers in Call Logs" section of "Voice AI: Agent Transfer". The text alongside this image reads: Note: Post-call workflows can be triggered for the root agent and any agent involved in the transfer chain. Immediately after, the guide continues: From the call log table, click Summary on the call row to open the call summary.Image 3 of 14What this coversNote: Post-call workflows can be triggered for the root agent and any agent involved in the transfer chain.
Buttons and menus referencedAI Agents > Voice AIActions TriggeredAgent TransferAgent Transfer (2)
Next stepFrom the call log table, click Summary on the call row to open the call summary.
Call Summaries
From the call log table, click Summary on the call row to open the call summary.
The summary shows the call flow the agent followed during the conversation. When Agent Transfer occurs, the summary can show the transfer chain so you can see which Voice AI agents participated and how the caller moved through the flow.
Call Summaries (image 4 of 14)What this shows The summary shows the call flow the agent followed during the conversation.What this showsIllustrates the "Call Summaries" section of "Voice AI: Agent Transfer".This screenshot appears in the "Call Summaries" section of "Voice AI: Agent Transfer". The text alongside this image reads: The summary shows the call flow the agent followed during the conversation. When Agent Transfer occurs, the summary can show the transfer chain so you can see which Voice AI agents participated and how the caller moved through the flow. Immediately after, the guide continues: Use the call summary and call-flow view to review.Image 4 of 14What this coversThe summary shows the call flow the agent followed during the conversation. When Agent Transfer occurs, the summary can show the transfer chain so you can see which Voice AI agents participated and how the caller moved through the flow.
Buttons and menus referencedSummary
Next stepUse the call summary and call-flow view to review:All 4 steps in this procedure
Which agent started the call.
Which destination agent received the transfer.
The sequence of agents involved in the conversation.
Whether the caller moved through the intended transfer path.
Use the call summary and call-flow view to review:
Which agent started the call.
Which destination agent received the transfer.
The sequence of agents involved in the conversation.
Whether the caller moved through the intended transfer path.
You can hover over an agent in the call-flow diagram to review its details. If you need to inspect the agent configuration, click the agent from the diagram to open the agent details in a new tab.
Call Summaries (image 5 of 14)What this shows You can hover over an agent in the call-flow diagram to review its details.What this showsIllustrates the "Call Summaries" section of "Voice AI: Agent Transfer".This screenshot appears in the "Call Summaries" section of "Voice AI: Agent Transfer". The text alongside this image reads: You can hover over an agent in the call-flow diagram to review its details. If you need to inspect the agent configuration, click the agent from the diagram to open the agent details in a new tab. Immediately after, the guide continues: From the call log table, click the transcript icon on the call row to open the T ranscript.Image 5 of 14What to clickYou can hover over an agent in the call-flow diagram to review its details. If you need to inspect the agent configuration, click the agent from the diagram to open the agent details in a new tab.
Buttons and menus referencedSummary
Next stepFrom the call log table, click the transcript icon on the call row to open the T ranscript.All 4 steps in this procedure
Which agent started the call.
Which destination agent received the transfer.
The sequence of agents involved in the conversation.
Whether the caller moved through the intended transfer path.
Transcripts and Transfer Markers
From the call log table, click the transcript icon on the call row to open the Transcript.
The transcript shows how the transfer happened during the conversation. When Agent Transfer occurs, the transcript clearly marks the transfer point and updates the active agent name so you can see which agent handled each part of the call. This means that the transcript reflects the entire conversation, including every agent that handled part of the call.
Transcripts and Transfer Markers (image 6 of 14)What this shows The transcript shows how the transfer happened during the conversation.What this showsIllustrates the "Transcripts and Transfer Markers" section of "Voice AI: Agent Transfer".This screenshot appears in the "Transcripts and Transfer Markers" section of "Voice AI: Agent Transfer". The text alongside this image reads: The transcript shows how the transfer happened during the conversation. When Agent Transfer occurs, the transcript clearly marks the transfer point and updates the active agent name so you can see which agent handled each part of the call. This means that the transcript reflects the entire…. Immediately after, the guide continues: The caller’s exact wording before the transfer. Whether the transfer condition matched the caller’s intent. Where the transfer occurred in the conversation. Which agent was active before and after the transfer. How the destination agent….Image 6 of 14What this coversThe transcript shows how the transfer happened during the conversation. When Agent Transfer occurs, the transcript clearly marks the transfer point and updates the active agent name so you can see which agent handled each part of the call. This means that the transcript reflects the entire conversation, including every agent that handled part of the call.
Buttons and menus referencedTranscript
Next stepThe caller’s exact wording before the transfer. Whether the transfer condition matched the caller’s intent. Where the transfer occurred in the conversation. Which agent was active before and after the transfer. How the destination agent continued the conversation.All 5 steps in this procedure
The caller’s exact wording before the transfer.
Whether the transfer condition matched the caller’s intent.
Where the transfer occurred in the conversation.
Which agent was active before and after the transfer.
How the destination agent continued the conversation.
Use the transcript to review:
The caller’s exact wording before the transfer.
Whether the transfer condition matched the caller’s intent.
Where the transfer occurred in the conversation.
Which agent was active before and after the transfer.
How the destination agent continued the conversation.
Transcripts and Transfer Markers (image 7 of 14)What this shows The caller’s exact wording before the transfer.What this showsIllustrates the "Transcripts and Transfer Markers" section of "Voice AI: Agent Transfer".This screenshot appears in the "Transcripts and Transfer Markers" section of "Voice AI: Agent Transfer". The text alongside this image reads: The caller’s exact wording before the transfer. Whether the transfer condition matched the caller’s intent. Where the transfer occurred in the conversation. Which agent was active before and after the transfer. How the destination agent continued the conversation. Immediately after, the guide continues: Navigate to AI Agents > Voice AI > Agent List and select the Voice AI agent that should begin the call. This is the root agent.Image 7 of 14What this coversThe caller’s exact wording before the transfer. Whether the transfer condition matched the caller’s intent. Where the transfer occurred in the conversation. Which agent was active before and after the transfer. How the destination agent continued the conversation.
Buttons and menus referencedTranscript
Next stepNavigate to AI Agents > Voice AI > Agent List and select the Voice AI agent that should begin the call. This is the root agent.All 5 steps in this procedure
The caller’s exact wording before the transfer.
Whether the transfer condition matched the caller’s intent.
Where the transfer occurred in the conversation.
Which agent was active before and after the transfer.
How the destination agent continued the conversation.
How To Set Up Voice AI: Agent Transfer
Step 1: Open the root Voice AI agent
Navigate to AI Agents > Voice AI > Agent List and select the Voice AI agent that should begin the call. This is the root agent.
Step 1: Open the root Voice AI agent (image 8 of 14)What this shows Navigate to AI Agents > Voice AI > Agent List and select the Voice AI agent that should begin the call.What this showsIllustrates the "Step 1: Open the root Voice AI agent" section of "Voice AI: Agent Transfer".This screenshot appears in the "Step 1: Open the root Voice AI agent" section of "Voice AI: Agent Transfer". The text alongside this image reads: Navigate to AI Agents > Voice AI > Agent List and select the Voice AI agent that should begin the call. This is the root agent. The navigation path used here is AI Agents > Voice AI > Agent List. Immediately after, the guide continues: Click + New Action and select Agent Transfer from the dropdown.Path: AI Agents > Voice AI > Agent ListImage 8 of 14Where to goNavigate to AI Agents > Voice AI > Agent List and select the Voice AI agent that should begin the call. This is the root agent.
Buttons and menus referencedAI AgentsVoice AIAgent List
Next stepClick + New Action and select Agent Transfer from the dropdown.
Step 2: Add the Agent Transfer action
Click + New Action and select Agent Transfer from the dropdown.
Step 2: Add the Agent Transfer action (image 9 of 14)What this shows Click + New Action and select Agent Transfer from the dropdown.What this showsIllustrates the "Step 2: Add the Agent Transfer action" section of "Voice AI: Agent Transfer".This screenshot appears in the "Step 2: Add the Agent Transfer action" section of "Voice AI: Agent Transfer". The text alongside this image reads: Click + New Action and select Agent Transfer from the dropdown. Immediately after, the guide continues: In the Agent Transfer modal, click Connect Agent. Select the destination Voice AI agent that should receive the transferred call.Image 9 of 14What to chooseClick + New Action and select Agent Transfer from the dropdown.
Buttons and menus referenced+ NewActionAgent Transfer
Next stepIn the Agent Transfer modal, click Connect Agent. Select the destination Voice AI agent that should receive the transferred call.
Step 3: Connect the destination agent
In the Agent Transfer modal, click Connect Agent. Select the destination Voice AI agent that should receive the transferred call.
Repeat this process for additional destination agents, up to the supported limit of three destination agents.
Step 3: Connect the destination agent (image 10 of 14)What this shows Repeat this process for additional destination agents, up to the supported limit of three destination agents.What this showsIllustrates the "Step 3: Connect the destination agent" section of "Voice AI: Agent Transfer".This screenshot appears in the "Step 3: Connect the destination agent" section of "Voice AI: Agent Transfer". The text alongside this image reads: Repeat this process for additional destination agents, up to the supported limit of three destination agents. Immediately after, the guide continues: Enter the transfer condition in the When to transfer to this agent field. Use clear, natural language that describes when the root agent should transfer the caller.Image 10 of 14What this coversRepeat this process for additional destination agents, up to the supported limit of three destination agents.
Buttons and menus referencedConnect Agent
Next stepEnter the transfer condition in the When to transfer to this agent field. Use clear, natural language that describes when the root agent should transfer the caller.
Step 4: Add the transfer condition
Enter the transfer condition in the When to transfer to this agent field. Use clear, natural language that describes when the root agent should transfer the caller.
Repeat this step for each connected destination agent.
Step 4: Add the transfer condition (image 11 of 14)What this shows Repeat this step for each connected destination agent.What this showsIllustrates the "Step 4: Add the transfer condition" section of "Voice AI: Agent Transfer".This screenshot appears in the "Step 4: Add the transfer condition" section of "Voice AI: Agent Transfer". The text alongside this image reads: Repeat this step for each connected destination agent. Immediately after, the guide continues: Enable Speak During Execution if you want the agent to say a handoff message during the transfer then enter the message the caller should hear during the handoff.Image 11 of 14What this coversRepeat this step for each connected destination agent.
Buttons and menus referencedWhen to transfer to this agent
Next stepEnable Speak During Execution if you want the agent to say a handoff message during the transfer then enter the message the caller should hear during the handoff.
Step 5: Configure the optional handoff message
Enable Speak During Execution if you want the agent to say a handoff message during the transfer then enter the message the caller should hear during the handoff.
Leave Speak During Execution disabled if you want the transfer to happen without a spoken transition.
Repeat this step for each connected destination agent.
Step 5: Configure the optional handoff message (image 12 of 14)What this shows Repeat this step for each connected destination agent.What this showsIllustrates the "Step 5: Configure the optional handoff message" section of "Voice AI: Agent Transfer".This screenshot appears in the "Step 5: Configure the optional handoff message" section of "Voice AI: Agent Transfer". The text alongside this image reads: Repeat this step for each connected destination agent. Immediately after, the guide continues: Use View Incoming Transfers to review which agents are configured to transfer calls into the selected agent. This is helpful when multiple root agents use the same destination agent or when you are auditing a more complex transfer setup.Image 12 of 14What this coversRepeat this step for each connected destination agent.
Buttons and menus referencedSpeak During Execution
Next stepUse View Incoming Transfers to review which agents are configured to transfer calls into the selected agent. This is helpful when multiple root agents use the same destination agent or when you are auditing a more complex transfer setup.
Step 6: Review incoming transfers
Use View Incoming Transfers to review which agents are configured to transfer calls into the selected agent. This is helpful when multiple root agents use the same destination agent or when you are auditing a more complex transfer setup.
Hide this view when you want to return to the main transfer configuration.
Step 6: Review incoming transfers (image 13 of 14)What this shows Hide this view when you want to return to the main transfer configuration.What this showsIllustrates the "Step 6: Review incoming transfers" section of "Voice AI: Agent Transfer".This screenshot appears in the "Step 6: Review incoming transfers" section of "Voice AI: Agent Transfer". The text alongside this image reads: Hide this view when you want to return to the main transfer configuration. Immediately after, the guide continues: Review the root agent’s Maximum Call Time, Working Hours, and AI Agent as a Backup settings before saving.Image 13 of 14What this coversHide this view when you want to return to the main transfer configuration.
Buttons and menus referencedView Incoming Transfers
Next stepReview the root agent’s Maximum Call Time, Working Hours, and AI Agent as a Backup settings before saving.
Step 7: Review root agent settings
Review the root agent’s Maximum Call Time, Working Hours, and AI Agent as a Backup settings before saving.
These root agent settings control the transfer chain once the call is connected. Destination agent settings for call time, working hours, and backup behavior are ignored during the transfer chain.
Step 8: Save and test the transfer
Click Save Changes. Test the agent by calling or testing the Voice AI flow. Review the call log, summary, and transcript to confirm the transfer triggered as expected.
Step 8: Save and test the transfer (image 14 of 14)What this shows Click Save Changes.What this showsIllustrates the "Step 8: Save and test the transfer" section of "Voice AI: Agent Transfer".This screenshot appears in the "Step 8: Save and test the transfer" section of "Voice AI: Agent Transfer". The text alongside this image reads: Click Save Changes. Test the agent by calling or testing the Voice AI flow. Review the call log, summary, and transcript to confirm the transfer triggered as expected. Immediately after, the guide continues: Q: How many destination agents can I connect? Each Agent Transfer configuration can include up to three destination Voice AI Agents.Image 14 of 14How to confirmClick Save Changes. Test the agent by calling or testing the Voice AI flow. Review the call log, summary, and transcript to confirm the transfer triggered as expected.
Buttons and menus referencedSave Changes
Next stepQ: How many destination agents can I connect? Each Agent Transfer configuration can include up to three destination Voice AI Agents.
Frequently Asked Questions
Q: How many destination agents can I connect? Each Agent Transfer configuration can include up to three destination Voice AI Agents.
Q: Does Agent Transfer send the caller to a human? No. Agent Transfer sends the caller from one Voice AI Agent to another Voice AI Agent. Use Call Transfer when the caller should be sent to a human representative or phone number.
Q: Does the destination agent greeting play after transfer? No. Destination agent greetings do not play during transferred calls. Use a handoff message if the caller needs an explanation before the transfer.
Q: Which agent controls working hours and maximum call time? The root agent controls connected-call settings such as Working Hours, Maximum Call Time, and AI Agent as a Backup.
Q: Can a destination agent transfer the caller again? A destination agent may be configured with its own transfer behavior, but transfer paths should be carefully tested to avoid loops or repeated transfers.
Q: How do I prevent transfer loops? Avoid configuring agents to transfer callers back and forth. Keep transfer conditions specific and review the full transfer chain during testing.
Q: Will transfers appear in call logs? Yes. Transfers can be reviewed in call logs, summaries, transcripts, and transfer markers when available.
Q: Can Agent Transfer trigger post-call workflows? Post-call workflows may trigger for the root agent and agents involved in the transfer chain, depending on workflow configuration.
Q: Is Agent Transfer the same as inbound call routing? No. Inbound call routing determines how the call reaches the root Voice AI Agent. Agent Transfer determines whether the active Voice AI conversation is handed to another Voice AI Agent.
Q: Should I test Agent Transfer before going live? Yes. Test each transfer condition separately and review logs, summaries, and transcripts before using Agent Transfer with live callers.
Agent Transfer is a Voice AI action that lets one Voice AI agent hand off a live call to another Voice AI agent without leaving the original call. Instead of dialing a new number or starting a new conversation, the caller remains in one continuous live call while the agent changes behind the scenes. Agent Transfer uses a root-and-destination model. The root agent is the agent the call starts with, and destination agents are the agents that can receive the transferred conversation. During the call, the root Voice AI agent listens for the transfer conditions you define. For example, when a caller asks about pricing, the root agent can transfer the conversation to a pricing-focused destination agent. The destination agent then continues the conversation based on its own configuration, prompt, and purpose. Agent Transfer is different from Call Transfer because it hands the call to another…
