> ## Documentation Index
> Fetch the complete documentation index at: https://blackbox.dasha.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Route Calls to Human Operators
> Transfer Dasha BlackBox voice agent calls to human operators or other systems. Warm transfers brief operators with context first. Cold transfers provide direct routing for speed. HTTP transfers use webhook-based dynamic routing for intelligent assignment.
Route calls to human operators when needed. Choose warm transfers (with context briefing), cold transfers (direct routing), or HTTP transfers (dynamic webhook-based routing).
**What you'll learn:** Transfer type comparison, configuration basics, effectiveness metrics, and troubleshooting patterns.
***
## What is a call transfer?
A call transfer hands the conversation from your AI agent to a human operator or another system. The agent recognizes when it can't resolve an issue — complex requests, escalation demands, or specialized queries — and routes the caller to someone who can help.
**When agents should transfer:**
* Customer explicitly requests a human ("I want to talk to a person")
* Issue exceeds agent's knowledge or authority
* Sensitive situations requiring human judgment
* Complex multi-step problems needing real-time troubleshooting
***
## Transfer types
Dasha BlackBox offers three transfer methods. Choose based on your needs:
| Transfer Type | Pros | Cons | Best For |
| ----------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------- |
| **Warm Transfer** | • Operator receives context before speaking with caller
• Caller doesn't re-explain situation
• Agent verifies operator availability
• Agent can resume if operator disconnects | • More complex to configure
• Takes longer (agent briefs operator first)
• Uses more resources during handoff
• Requires operator to answer and engage | Personalized escalations, complex customer issues, high-value calls, situations requiring context handoff |
| **Cold Transfer** | • Simplest to configure
• Fastest transfer method
• Agent freed immediately
• Works well for automated systems | • No context provided to operator
• Caller must re-explain situation
• No operator availability verification
• Less personalized experience | Simple routing, IVR/menu systems, general department transfers, high-volume basic escalations |
| **HTTP Transfer** | • Dynamic routing based on real-time data
• CRM and system integration
• Skill-based/intelligent assignment
• Custom business logic
• Workforce management integration | • Requires webhook development
• Most complex to implement
• Depends on external system reliability
• Adds latency for webhook call
• More potential failure points | Dynamic routing based on availability, skill-based assignment, CRM-integrated routing, complex business rules |
## Transfer Methods
Learn about each transfer type:
* **[Warm Transfer](/docs/advanced-features/call-transfers/warm-transfer)** - Agent briefs operator before connecting caller
* **[Cold Transfer](/docs/advanced-features/call-transfers/cold-transfer)** - Direct routing without operator briefing
* **[HTTP Transfer](/docs/advanced-features/call-transfers/http-transfer)** - Webhook-based dynamic routing
This example shows the transfer-related fields. The PUT endpoint requires the full agent configuration including `name`, `config.primaryLanguage`, `config.ttsConfig`, and `config.llmConfig`.
```bash theme={"theme":{"light":"github-light","dark":"github-dark"}}
curl -X PUT "https://blackbox.dasha.ai/api/v1/agents/{agentId}" \
-H "Authorization: Bearer YOUR_API_KEY" \
-H "Content-Type: application/json" \
-d '{
"name": "Your Agent Name",
"config": {
"primaryLanguage": "en-US",
"ttsConfig": { ... },
"llmConfig": { ... },
"features": {
"transfer": {
"type": "warm",
"description": "Transfer when customer requests human agent or issue is complex",
"endpointDestination": "+15550100",
"callerIdMode": "userPhoneNumber",
"interactionWithOperator": {
"type": "smartV1",
"additionalInstructions": "Brief operator in under 10 seconds with issue summary"
},
"sayPhraseToCustomer": "Let me connect you with a specialist. One moment please.",
"continueAfterOperatorDisconnected": true,
"failoverBehavior": {
"continueConversation": true,
"staticPhrase": "All representatives are busy. Let me try to help you directly."
}
}
}
}
}'
```
## Measuring Transfer Effectiveness
Track these metrics:
* **Transfer rate**: Percentage of calls resulting in transfer
* **Transfer reason analysis**: Why are customers being transferred?
* **Transfer success rate**: Percentage of completed vs. failed transfers
* **Post-transfer satisfaction**: Are transferred customers satisfied?
* **First-call resolution impact**: How do transfers affect resolution rates?
High transfer rates may indicate:
* Agent needs more training or knowledge
* Knowledge base needs expansion
* Complex scenarios require human handling
* Transfer criteria are too broad
## Troubleshooting
### Problem: Transfers Fail Frequently
**Solution:** Verify destination numbers are correct and answering. Check network connectivity. Review failover logs for error patterns.
### Problem: Agent Transfers Too Often
**Solution:** Refine transfer description to be more specific about when transfers are appropriate. Expand knowledge base. Update system prompt with problem-solving guidance.
### Problem: Callers Drop During Transfer
**Solution:** Add hold media to maintain engagement. Set clear expectations before transfer. Reduce transfer connection time if possible.
## Next steps
Brief operators with context first
Direct routing for speed
Webhook-based dynamic routing
Control transferred call length