Redirect to Agent
Hands the live call to another AI agent, optionally a pinned version with its own prompt. When to split a line across agents, and what carries over.
Voice agentsRedirect to Agent lets the agent hand the active call to another AI agent in the workspace. The caller stays on the line; the other agent takes over from there. Use it to keep each agent focused: a front desk that routes to a booking agent, a billing agent and a support agent, each with its own prompt, tools and knowledge.
Configuring it
Open Tools under Build, choose Add tool, then Redirect to Agent. Besides the shared fields, the form asks which agent takes the call.
| Field | Default | Notes |
|---|---|---|
| Tool Title | Redirect to Agent |
Its ID, redirect_to_agent, is shown under the field. Give each redirect its own title when the agent has several, such as Billing Agent. |
| Description | Redirect the active call to a specialized AI agent for handling |
Say when: Hand the call to billing when the caller asks about an invoice or a payment. |
| AI Response | Let me connect you with a specialized agent who can better assist you. |
Said before the handoff. |
| Target Agent | Required. A searchable list of the workspace’s active agents. | |
| Target Version | Pins the call to one published version of the target, or follows its latest. | |
| Custom Prompt (optional) | Empty | Replaces the target agent’s system prompt for calls handed over by this tool. |
Choose Add Tool, then Save the agent.
Behaviour and limits
- The list warns about targets that will not work well:
- an agent on a realtime model is marked as unsupported. The redirect is rejected when the call runs, so pick another agent;
- an agent with data retention turned off is marked Data retention disabled on target: the call may not be stored after the handoff.
- The target agent answers with its own voice, prompt and tools. Only a Custom Prompt changes what it is told, and only for calls that arrive through this tool.
- In a flow agent, a Redirect to Agent node does the same at a fixed point in the flow and ends its branch. See Nodes.
- To pass the caller to a person or a phone number instead, use Transfer Call.
Troubleshooting
- The target agent is not in the list. Only active agents are offered.
- The call fails at the handoff. The target uses a realtime model; choose an agent on a standard model.