The Transfer calls feature lets you route certain calls to the right person on your team, based on what the caller says. It's great for connecting callers to a specialist, like an emergency technician for emergency calls, or your sales team for qualified leads.
Start with the video for an overview, then follow the steps below.
1. Go to Agents > Transfer calls
Go to Agents in the left menu and select your agent. Open Transfer calls, then click Add transferring rule.
2. Say who to transfer to, and when
Fill in the top of the form:
Name or department. Who the call goes to, like Emergency Maintenance or Sales.
When should your agent transfer the call? The situation that should trigger a transfer, like Transfer the call if the caller is having an emergency. If you leave it blank, your agent transfers based on the name or department.
Message before transfer. What your agent says first, like I'll connect you to our on-call technician. Please hold.
3. Add the numbers to transfer to
Under Transfer destinations, add a label and the phone number. Add an extension if needed.
Ring for sets how many seconds each number rings. The default is 30. To try more than one person, click Add destination. Your agent rings the numbers one by one until someone answers. See How to add fallback numbers to a call transfer.
Important: If you forward calls to Upfirst from another number, transfer to a different number. If they're the same, the call gets stuck in a loop. The caller dials your number, it forwards to Upfirst, Upfirst transfers back to that same number, and the cycle repeats.
4. Choose how the transfer works
Under Agent instructions, pick:
Transfer type. A Cold transfer connects you as soon as you pick up. A Warm transfer has your agent tell you who's calling first, so you can decide to take it. See How to set up warm transfers.
Number shown when transferring. Show your Upfirst number, or the Caller's number so you see who's calling before you pick up.
5. Decide what happens if no one answers, and when transfers are allowed
If no one picks up. Send to voicemail lets the caller reach that person's voicemail. Take a message keeps your agent on the line to take a message.
Call recording. Record the Agent conversation only, or the Full call including after the transfer.
Restrict transfers by time. Check the box to only transfer during certain hours. Turn days on or off and set the hours for each. Hours follow your agent's time zone, shown above the days. Learn how time zones work in Upfirst.
When everything looks right, click Create rule. You can add as many rules as you need.
6. Make test calls
Call your Upfirst number from a phone and make sure the call transfers how and when you want. Keep adjusting until it's right.
Note: Transfers don't work on web calls. To test a transfer, call your Upfirst number from a phone.
Call transfer FAQs
Does the call go back to the AI agent if the person that's receiving the call transfer does not pick up?
Does the call go back to the AI agent if the person that's receiving the call transfer does not pick up?
Yes. If the person receiving the transfer doesn't pick up or declines the call, and you have added fallback numbers, the receptionist tries the next number on your list first. Once everyone on the list has been tried, you have two options for what happens next:
Let it go to voicemail — The call is sent to that person's voicemail so the caller can leave a message directly.
Let the AI take a message — The receptionist picks the conversation back up, takes a message from the caller, and sends you the details.
You can configure this setting for each transfer destination, so different team members or departments can have different behaviors.
To add backup numbers so the receptionist tries more than one person, see How to add fallback numbers to a call transfer.
Can the agent transfer calls internationally?
Can the agent transfer calls internationally?
We do not transfer calls internationally (one country to another). You can transfer to another number that is local to your country or region, but not to another country. If your account currently has a US number and you need an international number in order to do call transfers, fill out this form to request a local number in your country.
Can Upfirst handle warm transfers?
Can Upfirst handle warm transfers?
Yes. Set the transfer type to Warm Transfer on any transfer rule. Your receptionist tells you who is calling and why before it connects you, so you can accept or decline.
Can the agent transfer someone who texts in?
Can the agent transfer someone who texts in?
No. Transfers only work on calls, and transfer rules don't apply to texts.
Over text, the AI hands the conversation to your team instead. To send certain questions to your team, like billing, add them to Also hand off when…. See How to let your AI agent reply to texts.