> ## Documentation Index
> Fetch the complete documentation index at: https://docs.retoneai.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Human Transfer Stage
> Escalate calls to human agents
The **Human Transfer** stage connects callers to human agents when AI assistance isn't sufficient. Configure transfer numbers, briefing messages, and availability windows.
## Overview
Human Transfer nodes handle:
* Warm transfers with context briefing
* Business hours enforcement
* Fallback handling when humans unavailable
* Hold messages during transfer
Human Transfer nodes are colored **orange** and are terminal nodes (the AI conversation ends after transfer).
## Configuration
### Basic Settings
| Setting | Description |
| -------------------- | -------------------------------------- |
| **Transfer Number** | Phone number to transfer to (required) |
| **Name** | Display name for tracking |
| **Transfer Message** | Message spoken before transfer begins |
| **Department** | Category for analytics |
```yaml theme={null}
Transfer Number: +1-555-123-4567
Name: "Customer Support"
Transfer Message: "I'm connecting you with a support specialist now. Please hold."
Department: "support"
```
### Briefing Template
Information passed to the human agent before they take the call:
```yaml theme={null}
Briefing Template: |
Customer Name: {{customer_name}}
Issue Type: {{issue_type}}
Order Number: {{order_number}}
Summary: Customer is calling about a {{issue_type}} for order {{order_number}}.
They have already verified their identity.
Key Details:
- Customer seems {{sentiment}} about the issue
- Previous attempts to resolve: {{resolution_attempts}}
```
The human agent hears this briefing before being connected to the caller.
### Time Restrictions
Limit transfers to business hours:
```yaml theme={null}
Time Restrictions:
Timezone: "America/New_York"
Allowed Days: [Monday, Tuesday, Wednesday, Thursday, Friday]
Start Time: "09:00"
End Time: "17:00"
```
When outside business hours, the **Fallback Message** plays instead.
### Fallback Message
Message when transfer isn't available:
```yaml theme={null}
Fallback Message: |
I'm sorry, our support team is currently unavailable.
They're available Monday through Friday, 9 AM to 5 PM Eastern.
Would you like to leave a message, or shall I help with something else?
```
### Hold Messages
Periodic messages while caller waits for transfer:
```yaml theme={null}
Hold Messages:
- "Thank you for your patience. A representative will be with you shortly."
- "We appreciate you waiting. Your call is important to us."
- "A specialist will be with you in just a moment."
```
### Advanced Settings
| Setting | Description |
| ----------------------- | ------------------------------------------ |
| **Briefing Timeout** | Seconds to wait for briefing (default: 30) |
| **Supervisor Greeting** | What human agent says when connected |
| **Enabled** | Toggle transfer capability |
| **Condition** | Optional trigger condition |
## Example Configurations
```yaml theme={null}
Transfer Number: +1-555-SUPPORT
Name: "Customer Support"
Department: support
Transfer Message: |
I'm transferring you to our customer support team now.
They'll be able to help you further. Please hold.
Briefing Template: |
Incoming transfer from AI assistant.
Customer: {{customer_name}}
Reason: {{transfer_reason}}
Summary of conversation: {{conversation_summary}}
Time Restrictions:
Timezone: America/New_York
Days: [Mon, Tue, Wed, Thu, Fri]
Hours: 09:00 - 17:00
Fallback Message: |
Our support team is currently closed.
Business hours are Monday to Friday, 9 AM to 5 PM Eastern.
Please call back during business hours, or leave a message
and we'll return your call.
Hold Messages:
- "Your call is being connected. Thank you for waiting."
- "A support specialist will be with you shortly."
```
```yaml theme={null}
Transfer Number: +1-555-VIP-LINE
Name: "VIP Support"
Department: vip
Transfer Message: |
As a valued customer, I'm connecting you directly
to our priority support line.
Briefing Template: |
VIP CUSTOMER TRANSFER
Account: {{account_number}}
Customer: {{customer_name}}
Account Type: Premium
Issue: {{issue_description}}
Note: This is a priority account. Handle with care.
Briefing Timeout: 45
```
```yaml theme={null}
Transfer Number: +1-555-SALES
Name: "Sales Team"
Department: sales
Transfer Message: |
Great! Let me connect you with our sales team
who can help you get started.
Briefing Template: |
Sales Lead Transfer
Name: {{lead_name}}
Company: {{company_name}}
Interest: {{product_interest}}
Budget Range: {{budget}}
Lead Score: Hot - ready to purchase
Time Restrictions:
Timezone: America/Los_Angeles
Days: [Mon, Tue, Wed, Thu, Fri]
Hours: 08:00 - 18:00
Fallback Message: |
Our sales team is currently unavailable.
Would you like me to schedule a callback for tomorrow?
```
## Flow Patterns
### Simple Transfer
```
┌─────────────────┐
│ Conversation │
└────────┬────────┘
│ "wants human"
▼
┌─────────────────┐
│ Human Transfer │
└─────────────────┘
```
### Transfer with Data Collection
```
┌─────────────────┐
│ Conversation │
└────────┬────────┘
│ "needs help"
▼
┌─────────────────┐
│ Data Extraction │
│ - name, issue │
└────────┬────────┘
│ all_extracted
▼
┌─────────────────┐
│ Human Transfer │
│ (with context) │
└─────────────────┘
```
### Conditional Transfer
```
┌─────────────────┐
│ Conversation │
└────────┬────────┘
│
┌────┴────┐
│ If/Else │
└────┬────┘
┌────┴────┬────────────┐
│ │ │
▼ ▼ ▼
[Support] [Sales] [Billing]
Transfer Transfer Transfer
```
## Best Practices
Include all relevant context in the briefing. Human agents shouldn't have to ask questions the AI already answered.
Always configure time restrictions. Transfers to closed lines frustrate callers.
Have a clear path when transfer isn't available: voicemail, callback scheduling, or continued AI assistance.
Rotate hold messages to reduce perceived wait time.
## Related
Collect info before transfer
Route to different transfer destinations
When transfer isn't the right option