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Use the call transfer tool when a conversation requires a human. For the verified phone handoff path, Klatt calls the destination into the caller’s current room and keeps the AI session active while the destination rings.

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Prerequisites

  • A telephony configuration with an outbound LiveKit SIP trunk.
  • A destination approved by your organization’s calling policy.
  • An outgoing workflow edge that handles destination_unavailable by confirming the callback follow-up with the caller.

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Configure a transfer

  1. Create a Transfer Call tool.
  2. Enter the human destination as an E.164 number such as +1234567890.
  3. Choose no pre-transfer message, custom text, or pre-recorded audio.
  4. Set how long Klatt should wait for an answer, from 5 to 120 seconds.
  5. Attach the tool to a Transfer to human node and make its unavailable edge lead to the callback follow-up node.
The transfer node is a first-class workflow action. It reuses the selected organization-owned transfer_call tool; the editor never invents a phone number or copies the destination into workflow JSON. The unavailable output is stable even if its display label changes.

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What callers experience

  • Answered: The AI remains connected until LiveKit confirms that the human answered in the same room. Klatt then releases only the AI session, leaving the caller and human connected.
  • Unavailable: A busy, unanswered, or failed destination returns destination_unavailable. The AI remains connected so the workflow can confirm the callback instead of ending without an outcome.
Klatt does not automatically try another provider or transfer strategy in this MVP flow. If the caller declines the transfer or the destination is unavailable, keep the AI session active and route to the configured special-case or callback branch. For a normal closing branch, place a short Say goodbye before Hang up; the terminal node itself does not speak.

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Constraints and failure states

The verified MVP handoff requires an E.164 phone destination and an outbound SIP trunk. The transfer timeout defaults to 30 seconds. A missing trunk, invalid destination, busy response, no answer, or LiveKit SIP failure keeps the AI session active and returns an unavailable result.

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Protect your data

Do not put private numbers or extension lists in public prompts. Confirm that a transfer destination is authorized before allowing an agent to select it.