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Call Transfer

Transfer active calls to external phone numbers with warm or cold transfer support.

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Transfer Types

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Cold Transfer

The caller is immediately connected to the target number. The agent drops off the call.

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Warm Transfer

The agent introduces the caller to the transfer target before disconnecting. This ensures a smooth handoff with context.

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Using Transfers

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From the Dashboard

On any active call in Dashboard → Call Logs → [Session], the transfer controls allow you to:
  1. Enter a destination phone number (E.164 format)
  2. Select cold or warm transfer
  3. Click Transfer

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Via API

curl -X POST http://localhost:8000/api/sessions/{session_id}/transfer \
  -H "Content-Type: application/json" \
  -d '{
    "target_number": "+15105550200",
    "transfer_type": "cold"
  }'

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How It Works

  1. The backend receives the transfer request
  2. LiveKit creates a new SIP participant for the target number
  3. For cold transfers: the original agent is removed from the room
  4. For warm transfers: all three participants (caller, agent, target) are briefly connected before the agent exits
  5. The session record is updated with transfer details (target, type, status)

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Session Tracking

Transfer details are stored on the voice session record:
FieldDescription
transferred_toDestination phone number
transfer_typeWARM or COLD
transfer_timestampWhen the transfer occurred