Overview

Call transfers are used during live calls to route customers to the appropriate person or department.

Instead of following the full Voice Agent Playbook, the Voice Agent can transfer the caller directly when requested.

This is commonly used for:

• Existing customers needing project updates
• Billing or accounting questions
• Requests to speak with a representative
• Department-specific support

A well-configured transfer setup helps callers reach the right team faster while keeping the conversation smooth and natural.

Access the Voice Agent Settings

1. Go to sales.supermove.co
2. Navigate to:
   • Settings
   • Company
   • AI
   • Voice Agents

Or go directly to:

https://sales.supermove.co/settings/company/ai/voice-agents

Open the Call Transfers Tab

1. Choose the Voice Agent you want to update
2. Click the Call Transfers tab
3. Click + New Entry

You can create as many call transfers as needed.

Configure the Transfer Settings

Each transfer includes:

• Name
• Number
• Description

Name

The Name is what the Voice Agent will reference during the transfer.

Examples:

• John Doe
• Accounting Department
• Representative

Number

Add the 10-digit phone number for the person or department receiving the transfer.

Description

The Description tells the Voice Agent when this transfer should be used.

Think of this as the routing logic for the transfer.

Examples:

“If the customer asks for John or John Doe, confirm they are ready to be transferred, then transfer them.”

“If the customer is asking for the accounting department, paying a bill, or disputing a bill, confirm they are ready to be transferred, then transfer them.”

“If the customer asks for an agent, representative, or human, confirm they are ready to be transferred, then transfer them.”

Save the Transfer

After adding the transfer information:

1. Click the blue check mark
2. Save your changes

Repeat this process for any additional departments, teams, or individuals you want the Voice Agent to transfer calls to.

Call transfers help your Voice Agent quickly route callers to the right person without requiring them to complete the full intake flow.