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Forward to Agent Node

The Forward to Agent Node transfers the current conversation to a different AI agent. Unlike the Call Forwarding Node — which routes to a human — this node hands off to another AI agent that may have different skills, knowledge, or personality.

Video Walkthrough

Watch: Deep Dive Into All Agent Workflow Nodes — 4:01–5:17

When to Use It​

Use this node when you have specialized agents for different functions and want to route callers to the right one:

  • A receptionist agent qualifies the caller, then transfers to a sales agent or support agent.
  • A general inquiry agent handles FAQs, then hands off to a scheduling agent for bookings.
  • A triage agent assesses urgency, then forwards to the appropriate department agent.

This pattern keeps each agent focused on a single responsibility, which improves response quality.

Shared Conversation Context​

When a call is forwarded, the receiving agent gets the full conversation history. It knows everything that was said before the transfer, so the caller does not need to repeat themselves.

The receiving agent can reference earlier details — names, account numbers, stated issues — and continue the conversation naturally.

Transfer Messages​

Customize what the caller hears during the handoff. You can set a brief transition message such as:

  • "Let me connect you with our billing team."
  • "I am transferring you to a specialist who can help with that."
  • "One moment while I get the right person for you."

This makes the transfer feel seamless rather than abrupt.

Setting It Up​

  1. Add a Forward to Agent Node to your workflow canvas.
  2. Select the target agent from your list of configured agents.
  3. Optionally set a transfer message.
  4. Connect the node to whatever should happen after the transfer completes (if anything).

The target agent must already be created and configured in your account before you can select it here.

Next Steps​