Transfer

A transfer node pauses the AI and sends the customer to a person. On a Chat Flow the Add Node menu says Transfer Chat. On a Voice Call Flow it says Transfer Call. The settings are different for chat and calls, but both choices stop the AI from replying while the person takes over. Assignment starts in Project Settings (human agents / voice handover).

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Add it

Right-click empty canvas → Add Node → Transfer Chat or Transfer Call. Connect an agent or supervisor with a Transfer Path. On the path, set Condition Prompt (for example, when the user asks for a human).

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Transfer Chat

Select the node.

• Node Name — Canvas label (for example, Handoff to Support).
• Human Agents — People enabled under Project Settings. Turn on each teammate who should receive this transfer. If you select more than one, chats rotate round-robin.

Open Project Settings from the panel if nobody is listed. Agents disabled in project settings cannot receive transfers until you enable them there. When the node runs, the conversation pauses and routes to the selected people.

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Transfer Call

Select the node.

• Node Name — Canvas label (for example, Transfer to Support).
• Transfer Mode — Conference (immediate bridge) or Warm transfer (brief agent-to-agent handoff). Warm transfer lets the AI speak to the human briefly before the caller is bridged.
• Transfer Caller ID (Required) — Number shown when dialing the human.
• Voice Handover Agents — People configured in Project Settings. The product dials a selected agent. If several are selected, it prefers the one with fewer completed transfers in the last 24 hours.

Name, phone, and schedules live in Project Settings. Agents outside their schedule are skipped at runtime.

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Verify