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Fix: AI Assistant Not Transferring Calls
A call transfer that doesn't fire is almost always a setup issue in the transfer tool itself: the tool name, its 'Use these tools' description, the destination phone number, or the prompt's reference to it not matching exactly. Re-walk the live call transfer setup and test with a real call after each fix.
When a live call transfer doesn’t trigger, the cause is almost always in how the transfer tool itself was configured, not a platform outage. Re-check the setup against how to set up live call transfer (cold and warm) piece by piece.
What to check
- Tool name format. The tool must be named
transfer_call_[keyword]with underscores, and the same exact string must appear in the prompt wherever the transfer should happen. A mismatch between the tool name and the prompt reference means the assistant never calls it. - Description. The description should start with “Use these tools” and clearly state the scenarios that should trigger a transfer — if it’s vague, the assistant may not recognize when to use it.
- Destination number. Confirm the phone number was entered correctly and that Update Number and Save Changes were both clicked.
- Tool attached to the assistant. Confirm the tool shows as added to the assistant, not just created and left unattached.
- Required prerequisite tools. Live call transfer depends on other tools being assigned first — confirm those are in place.
Test after every change
Dial the assigned number and try to trigger the transfer in a real call after each fix — don’t assume a setting saved correctly without testing it.
Still not working?
If every setting checks out and the transfer still doesn’t fire, contact Assistantz.ai support on WhatsApp with the assistant name and a recording or transcript of the failed attempt.