Two or more AI agents on the same line — the same WhatsApp line, the same SMS number, or the same Facebook Page. A transfer never crosses lines.
On SMS, every agent involved runs on Lumina. Aurora agents aren’t listed as destinations and can’t use the tool.
On Messenger, the destination answers incoming messages. An agent that doesn’t is never offered.
Write permission for the channel — WhatsApp, SMS or Messenger — to create the tool and attach it to agents.
The tool is a channel’s tool. A WhatsApp transfer tool lists WhatsApp agents and is attached to WhatsApp agents; SMS and Messenger each have their own.
Chat → WhatsApp → Tools, Chat → SMS → Tools or Chat → Messenger → Tools, then create a new tool.
Pick the type
In the Configure rail, choose Transfer to another AI agent — “Hand the chat to a better-suited AI agent”. In lists it carries the AI TRANSFER badge.
The type can’t be changed after creation. To turn a transfer tool into something else, create a new tool.
The tool type cards, with Transfer to another AI agent selected
Add the destinations
Under Destinations, press + Add agent for each agent this one can hand the chat to. For each destination:
Agent — pick it from the list. You can search by name, number or Page. Each agent can only appear once.
When to transfer to this agent — the topics that agent owns. The AI reads this text to decide where to go, and a topic check compares it with what the customer actually wrote.
Destinations are shown to the agent in the order you list them; use Move up / Move down to reorder.
Channel
The list shows
Badges you can see
WhatsApp
WhatsApp agents
The line, the direction (Inbound, Outbound, Inbound & outbound), Inactive
SMS
Lumina SMS agents only (SMS agent (Lumina))
The number or No number, Inactive
Messenger
Messenger agents
The Page or No Page, Inactive
Write each “when” as a list of topics, not as an instruction: “The customer asks about tyres, tyre prices or tyre fitting”. Vague texts like “anything else” make the topic check reject transfers, or worse, let wrong ones through.
WhatsApp: each destination has its own when
SMS: only Lumina agents are listed
Messenger: an agent on no Facebook Page is never offered
The builder warns you, but still lets you save, when:
“This agent is switched off — it is skipped until you turn it back on.”
“These agents are on different WhatsApp lines. In each conversation only the ones on that conversation’s line are offered.” (SMS: different numbers; Messenger: different Pages.)
Messenger only: “This agent does not answer incoming messages — it is skipped until you turn that on.” and “This agent is not on any Facebook Page, so it is never offered.”
“Agent #ID no longer exists. Pick another agent or remove this destination.”
Saving is blocked when there’s no destination (“Add at least one agent to transfer to”), a destination has no agent or no “when”, or the same agent appears twice.
Save the tool
The tool is now in the library. It does nothing until it’s attached to an agent.
Attach it to every agent that should transfer
Open each agent, press Tools in its top bar, tick the transfer tool and save the agent.The row shows Transfers to: followed by the destinations. On WhatsApp and SMS, destinations that aren’t on that agent’s line are listed separately: “Not on this agent’s line, so never offered here: …” (SMS: “Not on this agent’s number…”).
The agent's Tools window: what this agent can transfer to
Transfers only go where a tool sends them. If agent A carries the tool and agent B doesn’t, B can never send a customer back to A. For two-way transfers, attach the same tool to both — an agent never transfers to itself, so listing it as a destination on its own tool is harmless.
The tool gives the agent the ability to transfer. The prompt has to say when not to. Without a scope block, an agent asked about something nobody handles tends to transfer it to whoever is listed — a tyres agent hands a travel-insurance question to the toll-tag agent, which then has to say “we don’t sell that”.Add a block like this to every agent that carries the tool, adjusted to its topics.
Spanish
English
## Alcance- Tú atiendes: llantas, precios de llantas y montaje.- Si el cliente pregunta por tags de peaje, recargas o saldo del tag, transfiere en silencio con la herramienta de transferencia. No le digas que lo vas a transferir.- Si pregunta por algo que ningún agente atiende, intenta ayudar con lo que sepas. Si de verdad no puedes, responde: "Eso no lo manejamos nosotros 🙏 ¿Quieres que te comunique con un asesor de nuestro equipo para ayudarte?" y traspásalo a un asesor solo si responde que sí.- Nunca digas que eso lo maneja otra empresa ni recomiendes a otra empresa.
## Scope- You handle: tyres, tyre prices and tyre fitting.- If the customer asks about toll tags, top-ups or tag balance, transfer silently with the transfer tool. Don't tell them you're transferring.- If they ask about something no agent handles, try to help with what you know. If you genuinely can't, reply: "That's not something we handle 🙏 Would you like me to put you in touch with an advisor from our team?" and hand off to an advisor only if they say yes.- Never say another company handles it, and never recommend another company.
Why each line matters:
Line
What it prevents
What you handle
The agent deciding everything off-topic belongs to the other agent
Transfer silently
”Let me transfer you” messages — the new agent already answers the same message
Ask before a human
Handoffs the customer didn’t ask for, which flood your team’s inbox
No other company
The agent inventing a competitor or a “partner” to send the customer to
Dialtu adds its own hidden instructions on top: when no transfer is possible, the agent is told to help first and to ask before handing off to a person. The Alcance block makes that behaviour consistent instead of leaving it to the model.
Open an agent that carries the tool, go to the Test tab and ask about a topic owned by a destination.
The transfer appears as a terminal card: “Transferred to another AI agent — not performed in a test”. Its detail reads would transfer to Tyres Agent: … with the agent’s reason.
If the topic check rejects it, you’ll see would not transfer: topic_mismatch with a one-line explanation, and the agent keeps answering.
The test chat never switches agents. To see the second agent’s reply, test that agent directly.
The test chat checks less than a live conversation. It checks the line, that the destination is active, and that it isn’t the same agent — but not the direction or the client tag audience. A transfer that works in the test can still be skipped in a real conversation for those reasons. On Messenger, a brand-new agent that hasn’t been saved yet has no Page, so it’s offered no destinations in the test.
