Call Forwarding

Call Forwarding (also called Dynamic Call Forwarding) lets a Voice AI Employee transfer an in-progress call to a human agent or another destination. Forwarding is workflow-driven -- the AI Employee decides when and where to transfer based on the logic you build in GWE, instead of using static per-number routing.

How It Works

1. You define a set of destinations in Voice Settings > Call Forwarding, each with a label (for example, HR, Sales, Customer Support) and a phone number.
2. In the workflow, a Fixed Response Agent at the end of a branch emits a message like Transfer the call to {destination.label}.
3. At runtime, the Voice AI Employee matches the destination label in the response to the configured number and transfers the call.

How to Configure

1. Add Call Forwarding Numbers

In the Voice AI Employee, go to Configurations > Voice Settings > Call Forwarding widget and add the destination label and phone numbers that calls can be transferred to.

2. Configure Call Forwarding in the Workflow

In the workflow, add a Fixed Response Agent with a response template:

Transfer the call to {destination.label}.

Examples:

• "Transfer the call to HR"
• "Transfer the call to Customer Support"
• "Transfer the call to Sales"

Quick Example

chat_trigger -> categorizer
 -> [hr] -> fixed_response("Transfer the call to HR")
 -> [sales] -> fixed_response("Transfer the call to Sales")
 -> [self_serve] -> knowledge_search -> respond

Only branches that should transfer emit a transfer message; other branches respond directly.

Best Practices

Do

• Always ensure the workflow publishes output from only one agent in a workflow run.
• Always place the Fixed Response Agent at the end of a branch so no other agent overrides the transfer instruction.
• Use clear and consistent destination labels that exactly match the labels configured in Voice Settings.
• Use other agents (Categorizer, Knowledge Search, Intelligent Actions, etc.) before the Fixed Response Agent to route calls based on category, search results, or intelligent action outputs.

Do Not

• Do not add multiple Fixed Response Agents in the same branch.
• Do not use a single Fixed Response Agent to forward calls to multiple destinations.
• Do not use phone numbers in fixed responses; always use configured destination labels.