> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# How to Configure Transfer Destinations

### Overview

Transfer Destinations let Avoca forward a call to a phone number you provide (for example, a direct line to CSRs or the main office line).

This is not customer-facing yet, but it is on the roadmap.

### How transferring works

Transferring is configurable on Avoca's side and can be set up to trigger based on what the caller asks for, such as:

* Asking for a live representative
* Requesting a service that should be handled by a person
* Commercial properties in some cases, where the caller may prefer speaking with a live representative

### Pre-call transfer rules

Pre-call transfer rules allow Avoca to route calls to a specific destination before the AI conversation begins. Rules are evaluated in order and the first matching rule triggers the transfer. Available rule types include:

| Rule type                                  | Description                                                                                                                                                                                                     |
| ------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Customer type (residential/commercial)** | Transfer based on the customer's ServiceTitan customer type.                                                                                                                                                    |
| **Caller phone match**                     | Transfer when the caller's phone number matches a configured list.                                                                                                                                              |
| **Call reason match**                      | Transfer when the AI-detected call reason matches a configured list.                                                                                                                                            |
| **Customer tag match**                     | Transfer callers who have specific customer tags in ServiceTitan. Select one or more tags, and any caller whose ServiceTitan profile contains a matching tag will be transferred to the configured destination. |

<Tip>
  Customer tag matching is useful for routing VIP customers, members with specific service plans, or flagged accounts directly to a dedicated team.
</Tip>

### What happens after a transfer

Once a call is transferred to your live representative:

* Avoca no longer controls the call.
* Avoca will not have access to the call recording or transcript for the portion of the call after the transfer.

### How to tell if a call was transferred

You can confirm a transfer in two places:

1. **Avoca dashboard → Calls**: Scroll/slide to the right to find the **Transferred** section. This will show the phone number the call was transferred to.

   <Frame>
     <img src="https://mintcdn.com/avoca-hc/MH4mxrDXeo8nYAg7/images/responder/image-47.png?fit=max&auto=format&n=MH4mxrDXeo8nYAg7&q=85&s=eb7618d107728f9f598aa0a9d5803488" width="1440" height="210" data-path="images/responder/image-47.png" />
   </Frame>

2. **Inside the call details**: At the bottom of the call, you will see **“assistant forwarded call.”**

   <Frame>
     <img src="https://mintcdn.com/avoca-hc/MH4mxrDXeo8nYAg7/images/responder/image-48.png?fit=max&auto=format&n=MH4mxrDXeo8nYAg7&q=85&s=5c99d8bd4a03b6870c219b64a9b84862" width="1004" height="176" data-path="images/responder/image-48.png" />
   </Frame>