AI BriefingElevenAgents supports warm, tepid, and cold call transfers with context handoffs
·2026.10.30 21:00
Key point
The platform uses Conference Transfer on native Twilio to deliver a context summary to human operators, reducing the need for callers to repeat issues.
Details
- ElevenAgents supports three transfer types: Conference Transfer (default, supports warm context), Blind Transfer (no context), and SIP REFER Transfer (SIP only, no warm message).
- Conference Transfer on the native Twilio integration delivers a warm transfer message to the human operator, ensuring they receive context before the caller connects.
- The warm transfer mechanism relies on two parameters: client_message (what the caller hears) and agent_message (the context summary for the operator).
- Blind Transfer requires a number imported through the native Twilio integration and preserves the original caller ID, while SIP REFER Transfer is limited to SIP calls and does not support warm messages.
- Setup requires enabling the Transfer to Number tool, configuring the destination in E.164 format, defining trigger conditions, and shaping both messages via the agent's system prompt.
- No-answer fallbacks depend on the transfer type and telephony configuration; Conference Transfer keeps the agent in the conference, while Blind and SIP REFER transfers disconnect the agent immediately, requiring carrier-level forwarding or SIP-level failover for backup routing.
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