> ## 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.
# Set Up Fast Direct Routing
> Configure cold transfers for fast, direct routing without operator briefing. Your agent transfers the call immediately and disconnects—caller goes straight to the destination with no three-way handoff. Simple to set up, ideal for high-volume basic escalations and IVR routing where speed matters more than context.
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.
## 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
## 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
## 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`.
```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": "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
}
}
}
}
}'
```
### 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
### 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`
### 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.
### 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
### 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."
## Configuration Example
This shows the `config.features.transfer` object structure:
```json theme={"theme":{"light":"github-light","dark":"github-dark"}}
{
"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."
}
}
```
## Common Use Cases
### 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
### 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
### 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
### 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
## Troubleshooting
### 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.
### Problem: Transfers Fail Frequently
**Solution:** Verify destination numbers are correct and answering. Check if destinations have capacity. Configure appropriate failover behavior.
### 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.
### 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.
## Next steps
Contextual operator briefing
Dynamic routing decisions
Compare all transfer types
Control transferred call length