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# Call Forwarding

Learn how to set up custom call forwarding for your agent.

## Basic Transfer Configuration

* Add department names (e.g., Sales, Customer Support)
* Associate transfers with specific people
* Enter phone numbers (without hyphens) and extensions if needed
* Select country codes for international numbers

## Advanced Transfer Options

### Custom Transfer Message

Add a custom message that plays to the caller during transfer. Default: "Please hold while I transfer you" (can be edited).

### Warm vs. Cold Transfer

* **Warm Transfer (toggle ON):** AI provides a one-sentence verbal summary of the call transcript to the call recipient before connecting, giving them context about the conversation.
  * Benefit: Recipient understands what happened before they join
  * Drawback: Caller waits longer (additional ring time while message plays)

* **Cold Transfer (toggle OFF):** Call transfers immediately without any summary.
  * Benefit: Faster transfer
  * Drawback: Recipient has no context about the prior conversation

### Multiple Transfers

Add multiple departments or people using the "Add another transfer" button.

Choose the transfer type based on your priority: speed or providing context to the call recipient.