> ## 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.

# Configure call transfers

> Create transfer destinations and control which calls route to them.

Responder uses two related configuration pages:

* **Transfer Destinations** defines where a call can go and when that destination is available.
* **Pre-call Transfer Rules** defines conditions that can transfer a call before the normal agent flow.

## Add a transfer destination

Open **Responder → Transfer Destinations**, then create or edit a destination. Depending on your setup, you can configure:

* Internal name and phone number
* Extension, if required
* Customer-facing transfer message
* Transfer reasons and agent guidance
* Schedule, timezone, and holiday behavior
* Warm-transfer behavior
* Which agents can use the destination

Use a name that makes the destination's purpose clear to administrators. Write the transfer message for the caller, not for an internal operator.

## Configure routing conditions

Define why and when the agent should use the destination. Keep reasons distinct so the agent does not have to choose between overlapping instructions.

For scheduled destinations, decide what should happen when the destination is closed. The fallback should match your after-hours and callback policies in the Knowledge Base.

## Configure pre-call transfers

Open **Responder → Pre-call Transfer Rules** when a call should route before the normal conversation. Rules can use configured call reasons, equipment or job context, job types, business units, match thresholds, and destination limits.

Use the narrowest reliable condition. A broad pre-call rule can bypass the agent for calls that should have been handled normally.

## Test the complete route

1. Test a call that should transfer.
2. Confirm the caller hears the expected message.
3. Confirm the destination receives the call during open hours.
4. Test the same reason outside the destination's schedule.
5. Test a similar call that should not transfer.

<Warning>
  Verify phone numbers, extensions, schedules, and fallbacks before enabling a destination for live traffic. A successful save does not prove that the receiving phone system answered correctly.
</Warning>