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Some calls need a person: the caller asks for one, the question is outside the agent’s scope, or a high-value lead deserves a human close. Call Transfer lets the agent escalate mid-call instead of dead-ending. By the end of this page you’ll have an agent that speaks a handover message, summarizes the call, and rings a human — with a fallback if nobody picks up. This is the voice equivalent of Human Takeover in the chat Inbox — same idea, different channel.

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How a transfer works

  1. The agent decides to transfer (your System Prompt controls when — tell it explicitly, e.g., “If the caller asks for a human, or asks about refunds, transfer the call”).
  2. It speaks your Transfer Message to the caller, so the handover doesn’t feel like a hang-up.
  3. It generates a call summary (guided by your Summary Prompt) for the human who picks up.
  4. It routes the call according to Transfer To: ringing an available agent in the Revve app, or dialing out to a SIP address or phone number.
For SIP Address and Phone Number transfers using the default Bridge Transfer type, there’s an extra step between 3 and 4: the caller is put on hold with music while the agent privately briefs the human — see Bridge or cold transfer below.

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Step 1: Configure Call Transfer on the agent

Open your voice agent, go to Advanced Settings → Call Transfer, and flip the toggle on to reveal the settings. Call Transfer in the Advanced Settings sidebar, toggled off — enable it to reveal the transfer settings

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Choose where the call goes

Transfer To has three options: For Revve User, also set the Fallback Phone Number (optional) — an E.164 number to fall back to if no agent is available. Without it, an unanswered transfer has nowhere to go, so set it unless your team truly staffs the app around the clock.

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Bridge or cold transfer

For SIP Address and Phone Number transfers, choose a Transfer Type: Revve User transfers don’t have this choice — the call routes in-app.

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Write the handover

The Transfer Message buys the summary time to generate and the human time to pick up. A one-liner covers a fast bridge; if your team takes a few rings to answer, mention the short wait (“this may take a moment”) so the caller doesn’t hang up mid-transfer.

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Step 2: Make your team reachable

For Revve User transfers, a teammate only receives calls while they’re accepting them. Open the account menu (bottom-left, your email) — it has three availability toggles: Accept Conversations, Accept Tickets, and Accept Calls, each showing Accepting or Paused with a green or red dot. Turn Accept Calls on. Anyone with it paused is skipped when a transfer comes in — if your whole team shows Paused, every transfer goes straight to the fallback number (or fails, if you didn’t set one).

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Step 3: Answer the transfer

When the agent initiates an in-app transfer, available teammates see an Incoming call transfer card appear anywhere in the app. It shows “A caller is waiting to be connected.” and an “Expires in {n}s” countdown.
  • Accept — you’re connected to the caller in the browser, and you get the AI-generated call summary so you’re not walking in blind.
  • Decline — you pass; other available agents can still pick it up.
  • Nobody accepts before the countdown ends — the call falls back to the Fallback Phone Number, if configured.

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What’s Next

  • Voice Agent Settings — the rest of the Advanced Settings, including the tuning workflow.
  • Human Takeover — the chat-side equivalent: claiming conversations from the Inbox and handing them back to the AI.