Call transfers
Hand a call to a phone number, a SIP destination or another flow — blind, or warm with a briefing for the person picking up.
A transfer is a tool like any other: the model decides the moment has come, and the platform moves the call.
Where a call can go
| Destination | What happens |
|---|---|
| Phone number | The call is transferred to an external number |
| SIP | The call is transferred to a SIP address, such as a PBX extension |
| Another flow | The conversation continues on a different flow, on the same call |
Blind or warm
A blind transfer connects the caller straight through. A warm transfer reaches the person first, so they know who is coming:
- With a summary — the operator hears a generated summary of the conversation so far.
- With a message — the operator hears a message you define.
- Operator first — the platform waits for the operator to speak before briefing them, so the briefing does not play to a ringing line or a voicemail greeting.
The caller does not hear the briefing; they are connected once it is done. If the transfer fails, the assistant tells the caller and carries on, rather than leaving them on a dead line.
Handing over to another flow
Moving to another flow keeps the call and changes the logic — a receptionist flow handing to a booking flow, for example. How much of the conversation the next flow sees is configurable: the full history, a fresh start, or something in between.
SIP headers
When a call arrives over SIP with custom X- headers, they can be carried through on
the transfer, so the receiving system keeps whatever context your telephony attached.
Note
To pass the caller to a human on your own team inside Kilevel, rather than to an external number, use a human agent — see Flows and agents.