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

# Call Transfer Connector

> Learn how to use the call transfer connector to seamlessly hand over conversations to human agents

## Overview

The **Call Transfer Connector** helps Natalia seamlessly transfer calls to human agents when needed. It’s simple to set up and supports flexible phone number mappings based on **keywords** you define. Everything you configure here becomes part of Natalia’s training sheet (main prompt), allowing her to naturally understand when and how to use these transfers.

### Important Notes

* All call transfer settings are automatically added to Natalia's training.
* Provide clear keywords and descriptions—Natalia understands natural language.
* You do **not** need to reference the connector name or parameters in your scenario’s training sheet.
* Thoroughly test your transfer flows to ensure customers reach the correct destination.

## Configuration in Dashboard

### Basic Setup

1. **Name and Description**
   * Give your connector a clear name (e.g., “call-transfer”).
   * Provide a detailed description of when and why this connector should be used (e.g., “Transfer to different services if the customer asks for a specific one or to the default human agent”).

2. **Phone Number**
   * Use the international format: `+XXXNUMBER` (e.g., **+33612345678**).
   * You can set up multiple transfer destinations, each with its own descriptive keywords.

3. **Keywords**
   * Provide short keywords or phrases that should trigger a transfer.
   * Examples (English/French): “Human agent - Support - Jean Dupont - Besoin d’un humain - Transfert urgent"
   * Whenever the user’s request matches one of these keywords (or if Natalia decides it’s a question she can’t handle), the call will be transferred to the specified number.

#### Configuration Steps (Example Workflow)

1. **Go to Connectors**
   Visit [https://app.getnatalia.com/connectors/](https://app.getnatalia.com/connectors/) in your Natalia dashboard and click **New Connector**.

2. **Choose Connector Type**
   In the **Type** dropdown, select **Transfer**.

3. **Fill in Transfer Details**
   * **Phone Number**: enter the target phone number (e.g., `+33251435858`).
   * **Description**: add keywords (e.g., “Human Agent,” “Jean Dupont,” “Support”) that will trigger this transfer.

4. **Save Your Connector**
   Once saved, if this connector is linked to a scenario, Natalia automatically uses this connector whenever the user explicitly requests a transfer or if the situation requires escalation.

### Scenario Examples

1. **Customer Service Escalation**
   * 🇬🇧 **English:** Transfer to a human whenever the customer is dissatisfied or explicitly asks for a person.
   * 🇫🇷 **French:** Transférer vers un agent humain lorsque le client exprime son insatisfaction ou demande explicitement à parler à quelqu’un.

2. **Technical Support Routing**
   * 🇬🇧 **English:** Transfer to the support line if the customer says: “I need support” or “This is too technical.”
     *Note: This requires “Support” as a keyword for that phone number.*
   * 🇫🇷 **French:** Transférer à la ligne de support si le client dit : “J’ai besoin d’assistance” ou “C’est trop technique.”
     *Note : Cela nécessite d’avoir défini “Support” comme mot-clé dans la description de votre connecteur.*

[//]: # "## Best Practices"

[//]: #

[//]: # "1. **Clear Communication**"

[//]: # "    - Inform the customer about the transfer and the reason."

[//]: # "    - Provide any wait-time or hold expectations."

[//]: #

[//]: # "2. **Smooth Handoffs**"

[//]: # "    - Ensure an agent is available to take the call."

[//]: # "    - Preserve context: let the agent know what has been discussed so far."

[//]: # "    - Confirm the transfer was successful."

[//]: #

[//]: # "3. **Quality Assurance**"

[//]: # "    - Monitor how often transfers occur."

[//]: # "    - Track customer satisfaction (CSAT) before and after transfers."

[//]: # "    - Review patterns to refine your keywords or descriptions."

## Using in [Scenarios](/dashboard/scenarios/introduction)

All connector details—names, descriptions, and parameters—are automatically incorporated into Natalia’s training and scenario logic. Because of this, you do **not** need to explicitly mention the connector name or its parameters in your scenario’s training sheet. However, be as **detailed as possible** when configuring each connector so Natalia knows exactly when and how to use it.

### Natural Language Usage

You can specify in your [scenario](https://docs.getnatalia.com/dashboard/scenarios/introduction) instructions how and when to escalate calls. For example:

* 🇬🇧 **English:**
  * “If the user says they need a human or complains about the support, transfer the call.”
  * “Escalate to a human if the customer asks for advanced help or is extremely dissatisfied.”

* 🇫🇷 **French:**
  * “Si l’utilisateur demande un humain ou se plaint du support, transfère l’appel.”
  * “Escalader vers un humain si le client demande de l’aide avancée ou est très insatisfait.”

## Troubleshooting

Common issues and solutions:

1. **No Transfer Happening**
   * Verify that your keywords are properly set in the connector’s **Description**.
   * Check that you’re using the correct international phone format.

2. **Incorrect Number**
   * Confirm the target number is typed correctly (including country code).
   * Test calling the number directly to ensure it’s valid.

3. **Misfires or Frequent Unneeded Transfers**
   * Review and adjust your keywords—overly broad or ambiguous keywords can cause unintended transfers.
   * Make sure Natalia’s scenario instructions correctly describe when to escalate.

## Remember

* All call transfer descriptions (keywords...) automatically become part of Natalia’s training.
* Thoroughly document **why** and **when** to transfer calls in your scenario.
* Test your transfers to confirm they reach the right agent or department.
* Reinforce when and how to use transfers in your scenario instructions to avoid unintended transfers.