---
title: "Transfer a call to clinic staff"
description: "Set approved destinations, choose cold or warm transfer and plan the fallback."
url: "https://documentation.verbatik.com/deploy/transfers/"
---

# Transfer a call to clinic staff

Set approved destinations, choose cold or warm transfer and plan the fallback.

A human call transfer connects the current phone caller to a staff telephone number. Configure approved destinations on the agent; an arbitrary number mentioned by a caller is not an approved destination.

## Add a destination

1. Open the agent and expand **Call transfers**.
2. Choose **Add destination**. Enter a clear **Destination name** such as “Reception” and the direct **Phone number** in E.164 format.
3. Use a line that does not forward back to the same AI receptionist. A transfer to the clinic’s public number can create a loop if that number forwards to Verbatik.
4. In a conversation-flow agent, add a **Call Transfer** node and select the destination and **Transfer mode**. Add a short **Summary for staff** for warm transfer.
5. In a prompted agent, describe when staff should be called and how to explain a failed transfer. Publish the reviewed agent version.

## Choose a mode

| Mode | Caller experience | Staff experience |
| --- | --- | --- |
| Cold | Connect when the staff leg answers | Receives the caller without an acceptance whisper |
| Warm | Waits during staff consultation | Hears a summary and is asked to press 1 to accept |

On the native gateway, cold transfer uses a second call leg and bridges on answer. Warm transfer keeps consultation separate until acceptance. Carrier and route capabilities still apply.

## Handle failure

Write an explicit fallback: “I couldn’t reach reception. May I take a callback request?” A staff rejection, busy line or no-answer should return control to the agent rather than inventing an accepted handoff. For urgent veterinary requests, use the clinic’s approved escalation instructions and direct emergency destination; do not create medical advice or unsupported coverage promises.

## Test the complete phone path

Use approved test numbers to check successful acceptance, staff rejection, no answer, caller hangup during consultation and correct caller/staff audio after bridging. A browser call can exercise conversation logic, but it does not certify a PSTN staff transfer. Outbound transfer legs may carry carrier charges and require account permissions.

An [agent handoff](/deploy/agent-handoffs) changes the AI handling the session; it is a different action from a staff telephone transfer.