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Enable voice agents to transfer calls

Overview​

This tutorial shows you how to enable your DentalFlo voice agents to automatically transfer patient calls to a different phone number, based on specific scenarios you define, for example, when the caller requests to speak to your clinic staff rather than the AI agent.

What you'll learn​

  • How to enable a solo agent to transfer calls
  • How to enable an agent in a multi-agent flow to transfer calls

Before you begin​

  • You must be a user with the Owner role.
  • This guide assumes you’ve already set up a solo agent or a multi-agent flow.

Tutorial videos​

Prefer to follow along visually? Watch these quick tutorials:

Adding the call transfer function to a solo agent​

Want to follow along step-by-step?

Refer to the written steps section for adding the call transfer function to a solo agent.

Adding the call transfer function inside a multi-agent flow​

Want to follow along step-by-step?

Refer to the written steps section for adding the call transfer function inside a multi-agent flow

Written steps​

The process differs slightly depending on whether you’re using a solo agent or a multi-agent flow.

Adding the call transfer function to a solo agent​

  1. Open the Agent Builder:

    • From the sidebar menu, select Agents → Solo Agents.
    • Click on the name of the agent you want to edit. The agent's builder page will open.

  2. In the Agent Configuration panel, expand the Functions section.

  3. Click Add Function, then select Transfer Call. The call transfer settings appear.

    • In the Condition field, describe when the call should be transferred. For example: 
      If caller requests to talk to a clinic staff
    • Set Transfer Type to Phone Number.
    • Add the number you want calls to be transferred to.

  4. Test your call transfer scenario. Simulate a patient call using the scenario you defined to check if the transfer works. This step allows you to make adjustments or fix any issues with your agent before going live.

    • In the top-right corner of the page, click Test → Test Voice. The Voice Test panel will appear on the right side.
    • Click Start Voice Call, then speak into your device’s microphone to simulate a patient call.
    • If the flow doesn't behave as expected, make any necessary changes to your agent and test again until it works correctly.

  5. Publish your changes. Once published, the call transfer settings take effect immediately.

Adding the call transfer function inside a multi-agent flow​

To set up a call transfer in a multi-agent workflow, you’ll need to add a Transfer Call control node. Here's how:

  1. Open the Multi-Agent Flow Builder:

    • In the sidebar, go to Agents → Multi-Agents.
    • Click on the name of the flow you want to update.

  2. Set the transfer condition:

    • Locate the last AI agent in your flow (the one just before the call should be transferred).
    • On this agent's card, click the + icon next to Transition. A New Condition box will appear.
    • Click the pencil icon on the box and enter the condition for transferring the call. For example: 
      If patient asks to talk to a clinic staff

  3. Add the Transfer Call node:

    • On the right-hand side under Nodes, go to the Control section.
    • Drag the Transfer Call card onto the workflow area, near the agent you just edited.
    • On the Transfer Call card, set the Transfer Type to Phone Number, then type in the number you'd like to transfer the call to.

  4. Connect the AI agent to the transfer node:

    • From the transition on the agent card, click the small dot and drag a connection line to the dot on top of the Transfer Call card. This links the condition you set to the phone number you specified.

  5. Test your call transfer scenario. Simulate a patient call using the scenario you defined to check if the transfer works. This step allows you to make adjustments or fix any issues with your agent before going live.

    • In the top-right corner of the page, click Test → Test Voice. The Voice Test panel will appear on the right side.
    • Click Start Voice Call, then speak into your device’s microphone to simulate a patient call.
    • If the flow doesn't behave as expected, make any necessary changes to your agent and test again until it works correctly.

  6. Publish your changes. Once published, the call transfer settings take effect immediately.

Wrap-up​

You've now enabled your vsoice agents to transfer calls to another number, either through a solo agent setup or within a multi-agent workflow.

tip

Remember: testing is key, so you can make sure that the agent behaves the way you expect before going live.