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Documentation Index

Fetch the complete documentation index at: https://docs.blackbox.dasha.ai/llms.txt

Use this file to discover all available pages before exploring further.

Route calls directly without briefing. Cold transfers connect callers straight to the destination — fastest option when speed matters more than context handoff. What you’ll learn: Cold transfer workflow, configuration steps, route options, and when to choose cold over warm transfers.

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How Cold Transfer Works

  1. Agent determines the caller needs transfer
  2. Agent initiates transfer to configured destination
  3. Agent disconnects immediately
  4. Caller connects directly with destination

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When to Use Cold Transfer

Best for:
  • Simple routing to departments or IVR systems
  • High-volume, basic escalations
  • General inquiries that don’t require context
  • Routing to automated systems or menus
  • Situations where speed matters more than context
Choose warm transfer instead when:
  • Complex issues requiring operator context
  • High-value calls needing personalization
  • Caller shouldn’t have to re-explain situation

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Configuring Cold Transfer

This example shows only the transfer-related fields. The PUT endpoint requires the full agent configuration including name, config.primaryLanguage, config.ttsConfig, and config.llmConfig.
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": "cold",
          "description": "Transfer to support when customer needs general assistance",
          "endpointDestination": "+15550200",
          "transferRoutes": [
            {
              "name": "Sales",
              "description": "For pricing and purchases",
              "endpointDestinations": [{ "endpoint": "+15550201" }]
            },
            {
              "name": "Support",
              "description": "For technical help",
              "endpointDestinations": [{ "endpoint": "+15550202" }]
            }
          ],
          "failoverBehavior": {
            "continueConversation": true
          }
        }
      }
    }
  }'

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Configure via Dashboard

  1. Open your agent’s configuration
  2. Navigate to the Features tab
  3. Scroll to Call Transfers section
  4. Select Cold Transfer type

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Step 2: Configure Basic Settings

Transfer Description
  • Guides the language model on when to use this transfer
  • Example: “Transfer to main support line when customer asks for general assistance”
  • Be specific about when this transfer should be used
Endpoint Destination
  • Phone number: +1234567890
  • SIP URI: sip:support@yourdomain.com

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Step 3: Configure Transfer Routes (Optional)

Multiple destination options for intelligent routing: Example: Department-based routing
  • Route Name: “Sales Department”
  • Description: “For pricing, quotes, and new purchases”
  • Destination: +1-555-0201
  • Route Name: “Technical Support”
  • Description: “For technical problems and troubleshooting”
  • Destination: +1-555-0202
The language model selects the appropriate route based on conversation context.

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Step 4: Configure Hold Media (Optional)

Hold Media
  • Audio file played while transfer is being established
  • Upload hold music or messages
  • Example: “Please hold while we transfer your call.”
  • Professional experience during connection

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Step 5: Configure Failover Behavior

What happens if transfer fails (destination busy, unavailable, or doesn’t answer): Failover Options:
  • Continue Conversation: Agent resumes and tries to help
  • End Call: Call terminates gracefully
System Message (for agent context):
  • Example: “Transfer failed. Apologize and offer alternative help.”
Static Phrase (to caller):
  • Example: “I apologize, but I’m unable to complete the transfer at this time. Please call back or visit our website for assistance.”

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Configuration Example

This shows the config.features.transfer object structure:
{
  "type": "cold",
  "description": "Transfer to main support line for general inquiries outside your knowledge base.",
  "endpointDestination": "+15550200",
  "transferRoutes": [
    {
      "name": "Sales-Department",
      "description": "For pricing, quotes, and new purchases",
      "endpointDestinations": [{ "endpoint": "+15550201" }]
    },
    {
      "name": "Technical-Support",
      "description": "For technical problems and troubleshooting",
      "endpointDestinations": [{ "endpoint": "+15550202" }]
    }
  ],
  "holdMedia": {
    "isEnabled": true,
    "mediaFileId": "your-media-file-id"
  },
  "failoverBehavior": {
    "continueConversation": false,
    "staticPhrase": "I apologize, but I'm unable to complete the transfer at this time. Please call back or visit our website for assistance."
  }
}

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Common Use Cases

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General Department Routing

Configuration:
  • Multiple routes: Sales, Support, Billing
  • Hold media: “Please hold while we transfer you”
  • Failover: Continue Conversation
Why: Simple routing where caller will explain needs to department

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IVR System Routing

Configuration:
  • Single destination: Main IVR system
  • Hold media: “Transferring you to our menu system”
  • Failover: End Call
Why: IVR systems handle caller routing; no context needed

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After-Hours Routing

Configuration:
  • Route to answering service or voicemail
  • Hold media: “Transferring to our after-hours line”
  • Failover: Continue and offer alternative
Why: Simple handoff to after-hours coverage

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High-Volume Basic Inquiries

Configuration:
  • Route to general support queue
  • Hold media: Professional hold music
  • Failover: Continue Conversation
Why: Speed matters; support team will gather information

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Troubleshooting

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Problem: Callers Confused After Transfer

Solution: Configure agent to explain where caller is being transferred and why. Add clear hold media. Consider if warm transfer would be better for this use case.

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Problem: Transfers Fail Frequently

Solution: Verify destination numbers are correct and answering. Check if destinations have capacity. Configure appropriate failover behavior.

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Problem: Callers Have to Re-Explain Issues

Solution: This is expected with cold transfer. If it’s problematic, consider switching to warm transfer for these scenarios.

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Problem: Agent Transfers Too Often

Solution: Refine transfer description to be more specific. Expand agent’s knowledge base. Update system prompt to encourage problem-solving before transferring.

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Next steps

Warm Transfer

Contextual operator briefing

HTTP Transfer

Dynamic routing decisions

Call Transfers Overview

Compare all transfer types

Maximum Call Duration

Control transferred call length