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

# Call Forwarding

> Transfer live calls to a human when needed.

Call forwarding allows the AI to hand off a live call to a human team member. This is useful when a contact expresses strong interest and you want a human to close the conversation. It is also useful when a contact specifically asks to speak with a person.

## How it works

Call forwarding is a **cold transfer by default**. The AI connects the caller to the target number without introduction. Turn on **Warm Transfer** to change this behavior.

### Cold transfer (default)

The AI immediately routes the call to the target number. The human answers with no prior context from the AI.

### Warm Transfer (optional)

With Warm Transfer turned on, the AI stays on the line briefly to introduce the contact before handing off. The contact hears something like: *"Let me connect you with someone who can help. One moment."* The human agent knows who they are speaking with and why before the AI transfers the call.

## Configuration

In the campaign Options step:

1. Turn on **Call Forwarding**
2. Enter the **Forwarding Number** (direct line or team queue)
3. Turn on **Enable warm transfer mode** if you want a warm transfer

## Call Forwarding triggers

**Your call script** controls when the AI forwards a call, not a separate trigger setting. To shape forwarding behavior, write the rule directly into your prompt. For example:

> "If the contact agrees to a demo, transfer the call to a human."
>
> "If the contact asks to speak with someone, transfer the call."
>
> "Only transfer the call when the contact has confirmed they are a homeowner."

The AI evaluates these instructions in real time and triggers a forward when its judgment matches the rule. Be specific about both the *condition* and the *action*, so the AI knows to fire. The condition is what the contact says or agrees to. The action is to transfer the call.