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Transfer and end calls safely

A spoken promise to transfer a caller does not move the call. The agent needs an attached Call Transfer function, and the system prompt needs complete rules for when and how to use it.

Call Transfer is a voice-channel function. Website Chat agents cannot use it.

Supported transfer destinations​

Phone number​

A phone-number destination uses a blind transfer. Wirevox initiates the transfer and releases the AI conversation as the caller is connected to the destination.

Wirevox voice agent​

A destination can be another voice agent in the same workspace. Blind transfer is supported. Warm agent-to-agent handoff is also supported: Wirevox passes the transfer reason, recent conversation context, and an optional briefing to the receiving agent so it can acknowledge the situation without making the caller repeat it.

Warm transfer to an external phone number is not supported. Assisted transfer, where the original AI remains after another participant joins, is not currently available.

Write complete transfer rules​

For every transfer path, define:

  • the exact triggers;
  • whether the transfer is immediate or requires confirmation;
  • what information must be collected first;
  • the configured Call Transfer function name;
  • what the agent says before invoking it; and
  • what to do when transfer is unavailable or fails.
If the caller explicitly asks for a person, confirm that they want to be
connected now. Say, “I’ll connect you with the service team now,” then invoke
[[Function: Service Team Transfer]] with a concise reason. Do not claim the
transfer succeeded unless the function succeeds. If it is unavailable, offer
to take a message using the attached message function.

For urgent safety escalation, the prompt can skip ordinary discovery questions, but it must still use a configured destination and must not imply that an AI transfer replaces emergency services.

Transfer result behavior​

When transfer execution succeeds, the tool tells the model not to speak further and disconnects the AI media path. The call outcome is recorded as transferred, and a configured transfer webhook can be fired.

Do not instruct the agent to continue interviewing the caller after a successful transfer.

End an ordinary call​

An ordinary resolved call should end conversationally:

  1. State the verified outcome or next step.
  2. Ask a final question only when another decision is genuinely needed.
  3. Give one brief closing sentence.
  4. Allow the caller to disconnect, or let configured lifecycle controls handle continued inactivity.

Do not write an imaginary end_call or hang_up marker into an inbound prompt. Only functions actually available to the agent can execute. The current inbound tool assembly does not expose a general end-call function.

The call can still end because the caller hangs up, a successful transfer releases the AI, the inactivity timeout is reached, or the configured/system duration cap is reached.

Current voicemail boundary​

Wirevox does not currently expose a production, general-purpose answering-machine detection or voicemail-drop control for voice agents. The call-transfer execution path also does not currently execute the wizard's no-answer fallback, alternate-number, hold-audio, or voicemail-drop fields.

Do not promise voicemail behavior merely because an option appears in a configuration surface. For a reliable fallback today, keep the AI conversation active when possible and use an attached Take a Message function or another tested follow-up workflow.

Test every destination​

  • Confirm the destination belongs to the intended business or agent.
  • Test during and outside normal business hours.
  • Verify what the caller hears before and during transfer.
  • Confirm the receiving agent gets accurate handoff context.
  • Test transfer failure and an unanswered destination.
  • Check the call outcome and webhook payload.
  • Re-test after changing a destination or publishing the receiving agent.