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

# Introduction to agent transfer

> Hand a chat to a better-suited AI agent on the same line without the customer noticing

**Transfer to another AI agent** is a tool that passes the conversation to another AI agent on the same line. The new agent answers the customer's same message, in the same chat, and the customer never notices the change.

<Note>
  If you want a person to be notified when the AI hands a conversation to them, see [Human handoff notices](/en/handoff-notices/introduction).
</Note>

<Frame caption="A transfer in Conversations: one reply to the customer, and a note for your team">
  <img src="https://mintcdn.com/dialtu-0be120d3/tksmwmFP8pONiCuz/images/en/agent-transfer/conversation-transfer.png?fit=max&auto=format&n=tksmwmFP8pONiCuz&q=85&s=2e995472616704c4a7fdbd9ab4011b9a" alt="A WhatsApp conversation in Conversations where the customer, after a tyres question, asks whether you sell the TAG for tolls; a transferir_al_especialista tool bubble marked Success is followed by a neutral centred note reading Transferred from Ventas Llantas to Peajes TAG with the reason, and the next AI reply answers the TAG question directly, without a greeting." width="2880" height="1800" data-path="images/en/agent-transfer/conversation-transfer.png" />
</Frame>

## Where it works

| Channel | Transfer to another AI agent | Salesflow "Agent transferred" |
| - | - | - |
| **WhatsApp** | Yes — same WhatsApp line | Yes |
| **SMS (Lumina)** | Yes — same SMS number, Lumina agents only | Yes |
| **Messenger** | Yes — same Facebook Page | No — there's no Salesflow on Messenger |

## What it can do

<CardGroup cols={2}>
  <Card title="Split one line between specialists" icon="users">
    A tyres agent and a toll-tag agent on the same number, each handing over the other's topics.
  </Card>

  <Card title="Hand over silently" icon="eye-slash">
    The new agent answers the same message without greeting and without mentioning the transfer. The customer gets exactly one reply.
  </Card>

  <Card title="Check the topic first" icon="shield-check">
    A small AI check confirms the customer's message matches the destination's "when" before anything changes.
  </Card>

  <Card title="Undo itself on failure" icon="rotate-left">
    If the new agent fails before replying, the conversation goes back and the original agent answers.
  </Card>

  <Card title="Move a customer in Salesflow" icon="diagram-project">
    An **Agent transferred** event on transitions, filterable by **From agent** and **To agent**.
  </Card>
</CardGroup>

## What it does NOT have

| Not available | Detail |
| - | - |
| **Transfer across lines** | The destination must answer on the same WhatsApp line, SMS number or Facebook Page as the conversation |
| **Automatic return** | Nothing sends the customer back to the first agent. It only happens if the second agent also carries a transfer tool that lists the first one |
| **Transfer on SMS with Aurora** | Only Lumina agents can carry the tool or be a destination |
| **Transfer on Web Chat** | Not available |
| **Transfer on voice** | Voice has its own **agent swap**, which is a different feature |
| **Salesflow on Messenger** | Transfers on Messenger don't feed any pipeline |

## What's in this section

<CardGroup cols={2}>
  <Card title="Create the transfer tool" icon="plus" href="/en/agent-transfer/transfer-tool">
    Destinations, "when" texts, attaching it, and the prompt block that keeps it honest.
  </Card>

  <Card title="How transfers work" icon="gears" href="/en/agent-transfer/how-transfers-work">
    Who can receive a transfer, limits, the topic check, reverts and every Conversations note.
  </Card>

  <Card title="Transfers in Salesflow" icon="diagram-project" href="/en/agent-transfer/salesflow">
    The **Agent transferred** event and why agent filters keep matching after a transfer.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/en/agent-transfer/troubleshooting">
    It didn't transfer, it transferred too much, the customer never goes back.
  </Card>
</CardGroup>

## One thing that surprises people

<Warning>
  **A transfer only goes one way unless you set it up both ways.** An agent can only transfer to the destinations listed on the tools it carries. For two agents to pass topics back and forth, attach the same transfer tool to both — an agent never transfers to itself, so it's safe.
</Warning>

## Next step

<Card title="Create the transfer tool" icon="plus" href="/en/agent-transfer/transfer-tool">
  From two agents on one line to a working transfer.
</Card>


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