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Use cold or warm call forwarding when callers need a real person (for example after asking to speak with someone on your team). You set this up in the assistant under Prompt & Tools, in the Standard tools section (the highlighted tool tiles).

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Cold call forwarding

What it does: The caller is connected straight through to the number you define — a simple handoff to a mobile or business line.

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Setup

  1. Open the assistant → Prompt & Tools and scroll to Standard tools.
  2. Enable Cold call forwarding (cold transfer).
  3. Enter the phone number to transfer to (personal mobile or business number).
  4. In when the transfer should happen, describe the trigger in detail — when the assistant should forward the call. English often works most precisely for the model; the more specific your wording, the more reliable the behavior.
  5. Optional: use Expert mode and enable a transfer message — what the assistant says to the caller right before the transfer (for example that a manager will be with them shortly).

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Warm call forwarding

What it does: Typical “please hold” experience with hold music while the AI works with both sides: it summarizes the conversation with the caller, calls the person who will take over (supervisor/agent), gives them a summary on the phone, and they can accept or decline before the customer is fully connected.

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Setup

  1. Open Warm call forwarding under the same Standard tools area.
  2. Enter the destination phone number for the person receiving the transfer.
  3. Outgoing phone number: warm transfer needs an additional outbound number you configure here — used for the call out to the supervisor.
  4. Caller ID (shown to the supervisor): choose whether the supervisor sees the caller’s number or always the outbound number you configured (useful if you want to recognize that the call is coming from your Famulor assistant).
  5. Configure hold music (track) and volume.
  6. Again define when the transfer runs and the hold message (for example: “Please wait a moment, you will be connected shortly”).
  7. Summary instructions: instruct the AI what to say to the supervisor on the phone so they have context and can act immediately.
  8. Initial message: the first sentence the supervisor hears when the AI reaches them (for example: “Hello, I have a caller who wants …”).
  9. Connected message: what the caller in the queue hears once the supervisor has agreed to take the call (for example: “They are ready to speak with you now”).
Different from carrier forwarding: Setting up call forwarding explains how to forward calls to your Famulor AI number from a mobile carrier. This page is about transferring from the assistant to a human during a live call.
To hand off to another AI assistant, see Call transfer to another assistant.
Related: Prompt & Tools, Inbound calls.