# AI Call Transfer to a Human

> When a caller wants a person, the AI rings the right colleague, briefs them and connects the call. How AI call transfer works, what it costs and how to set it up.

Source: https://business.mysmartassistant.ai/blog/ai-call-transfer-to-human · Published 2026-10-25 · Language: English · Publisher: MySA Business (https://business.mysmartassistant.ai)

![A customer talks to MySA AI and asks for a person; the AI rings the Sales colleague, briefs them, and connects the call](/blog/ai-call-transfer-flow.svg)

AI call transfer to a human means that when a caller asks for a real person, or the conversation reaches a point where a person should take over, the AI voice assistant hands the call to the right colleague instead of ending it. In MySA Business the AI first rings that colleague, tells them in a few words who is calling and what they want, and only then connects the two. The customer never has to repeat themselves, and nobody on your team picks up a cold call.

## When a caller needs a person

An AI assistant can answer most routine questions from your Business Details. Some moments still belong to a person:

- **A buying decision.** "50 piece ka bulk order hai, rate kya doge?"
- **A complaint.** A refund, a return, a damaged order.
- **A negotiation or an exception.** A discount the AI is not allowed to give, or a case your policies do not cover.
- **Trust.** "Mujhe owner se baat karni hai."

Without transfer, these callers end up with "we will call you back", and the lead cools while it waits. With transfer, the right person is on the line within the same call.

## How the handover works

1. **The trigger.** The customer asks to speak to a person, or the conversation matches the line you wrote for when a number should get the call.
2. **The right number.** The AI picks one of your transfer numbers by its name, such as Sales or Support, and the "when to transfer here" line you wrote for it, and rings it.
3. **The briefing.** Your colleague hears first who is calling and what they want, in the language you chose for that number, so they can pick up mid-conversation.
4. **The connection.** The customer and your colleague are connected.

It works on calls the AI places and on calls it answers, each with its own switch.

> **Example**
>
> **Customer:** Mujhe 50 piece chahiye, bulk mein rate kya hoga? Kisi se baat karwa dijiye.
>
> **AI:** Bilkul. Main aapko abhi hamari sales team se connect kar rahi hoon, ek second.
>
> *(Your sales colleague's phone rings and they hear, in Hinglish:)* Pune se Rahul ji line par hain, 50 piece ka bulk order, rate poochh rahe hain.
>
> *(The two are connected.)*

The names are made up. Afterwards, the call appears in **Call Logs** with its recording and AI summary, and the AI part and the transfer part are shown separately.

## Several numbers, each with its own job

You are not limited to one escalation number. Under **Phone system → Call transfer**, each number gets:

| Field | What it does | Example |
| --- | --- | --- |
| **Name** | Who answers it; the AI chooses by this | Sales |
| **When to transfer here** | One line, up to 100 characters | "When they want to buy or ask about prices" |
| **Briefing language** | The language your colleague hears the briefing in | Hinglish (the default) |

A second number might be **Support**, "for any refund, return or damaged-order complaint", briefed in English. Keep the names and lines clearly different from each other: two numbers that both say "when they ask for a person" leave the AI guessing.

You can write the "when to transfer here" line in any language. A moment after you stop typing, **AI suggestions** show two or three short English versions, because that is the form the call receives; the top one is ticked and is the line that gets saved, unless you tick another. How many numbers you can add is set for your account, and the card shows how many you have used.

## Outbound and inbound

Under **Use transfer on**, tick **Use on outbound calls**, **Use on inbound calls**, or both.

- **Outbound.** A campaign call that turns into a serious buyer can go straight to your sales team. See [automated outbound calling](/blog/automated-outbound-calling-software).
- **Inbound.** A customer who rings your number and wants a person reaches one, instead of a voicemail. See [AI inbound call answering](/features/inbound-calls) and our guide to an [AI receptionist for business](/blog/ai-receptionist-for-business).

## What it costs, and the limits

- **Billed separately.** The minutes your colleague is on the line are billed on top of the AI's time, at the transfer rate shown at the bottom of the card. Check that line before you switch transfer on.
- **A cap per transfer.** **Longest a transfer may last** is 1 to 10 minutes, or a custom whole number of minutes up to the limit shown. It caps what one transfer can cost.
- **Balance held on outbound.** On outbound calls, your wallet must be able to cover the longest possible transfer on top of the AI part. If it cannot, the call still goes ahead, but without the option to transfer. A shorter limit means less is held.
- **Live only, Owner only.** Transfer works in your **Live** workspace; Test calls never transfer. Only the workspace **Owner** can see and change the settings.

In reports, **Call Logs** shows the AI charge and the transfer charge separately, and its download includes **Transfer duration (s)** and **Transfer charge (Rs)** columns. **Detailed Report** has **Transfer duration** and **Transfer charges**; a call that was never handed over shows "—".

## Without transfer

If transfer is off, a customer who asks for a person gets a **Call from a person** follow-up. MySA never dials it with the AI, because that would repeat what the customer just turned down; someone on your team rings them and presses **Mark called back**. That works, but the customer waits, which is exactly what transfer removes. More on these requests in [how to handle "call me later"](/blog/how-to-handle-call-me-later).

## What works today, and what it does not do

| Works today | Does not do |
| --- | --- |
| Several named numbers, each with its own "when to transfer here" | Transfer a WhatsApp, Instagram or Facebook chat; your team takes over in the inbox instead |
| A spoken briefing before the connection, in the language you pick | Transfer on Test calls |
| Transfer on outbound calls, inbound calls, or both | Use the same name or number twice |
| Separate AI and transfer charges in Call Logs and reports | Let anyone other than the Owner change the settings |

## Getting started

1. [Create a workspace](/signup) and verify your mobile number to get ₹100 of Test credit in the separate **Test** environment.
2. Press **Try now** to hear the AI on your own phone, then go **Live** and top up the prepaid wallet.
3. Open **Phone system → Call transfer**, add your first number with a name, a "when to transfer here" line and a briefing language.
4. Set **Longest a transfer may last**, tick outbound, inbound or both, and press **Save**.
5. Ring your own number or run a small campaign and ask the AI to "connect me to sales".

The full reference is in the [Call transfer documentation](/docs/call-transfer). Calls of 10 seconds or less are free; longer calls are billed per started minute, and transfer minutes at the transfer rate shown on the card. [Talk to sales](/contact) for volume pricing.

## Frequently asked questions

### Can an AI voice agent transfer a call to a real person?

Yes. When the caller asks for a person, or the conversation matches the line you wrote, the AI rings your colleague, briefs them and connects the call.

### Does my colleague know who is calling before they speak?

Yes. They hear a short briefing first, who is calling and what they want, in the briefing language you chose for that number.

### Can different questions go to different people?

Yes. Add several named numbers, such as Sales and Support, each with its own "when to transfer here" line. The AI picks the number by its name and that line.

### How is a transferred call charged?

The AI's time is charged as usual, and the minutes your colleague is on the line are billed separately at the transfer rate shown on the Call transfer card.

### What happens if my wallet cannot cover a transfer?

On an outbound call, the call still goes ahead, but without the option to transfer. A shorter Longest a transfer may last means less balance is held.

### Does transfer work on WhatsApp chats?

No. Transfer is for phone calls. On WhatsApp, Instagram and Facebook, your team can take over any conversation from the inbox and reply by hand.