> Source: https://builder-docs.ema.ai/builder-guides/voice/call-forwarding
> Title: Call Forwarding

# Call Forwarding

> Call Forwarding (also called _Dynamic Call Forwarding_) lets a Voice AI Employee transfer an in-progress call to a human agent or another destination. Forwarding is workflow-driven -- the AI Employee decides _when_ and _where_ to transfer based on the logic you build in GWE, instead of using static per-number routing.

## How It Works

1.  You define a set of **destinations** in **Voice Settings > Call Forwarding**, each with a label (for example, `HR`, `Sales`, `Customer Support`) and a phone number.
2.  In the workflow, a **Fixed Response Agent** at the end of a branch emits a message like `Transfer the call to {destination.label}`.
3.  At runtime, the Voice AI Employee matches the destination label in the response to the configured number and transfers the call.

## How to Configure

### 1\. Add Call Forwarding Numbers

In the Voice AI Employee, go to **Configurations > Voice Settings > Call Forwarding** widget and add the destination label and phone numbers that calls can be transferred to.

### 2\. Configure Call Forwarding in the Workflow

In the workflow, add a **Fixed Response Agent** with a response template:

```
Transfer the call to {destination.label}.
```

Examples:

-   "Transfer the call to HR"
-   "Transfer the call to Customer Support"
-   "Transfer the call to Sales"

## Quick Example

```
chat_trigger -> categorizer
 -> [hr] -> fixed_response("Transfer the call to HR")
 -> [sales] -> fixed_response("Transfer the call to Sales")
 -> [self_serve] -> knowledge_search -> respond
```

Only branches that should transfer emit a transfer message; other branches respond directly.

## Best Practices

### Do

-   Always ensure the workflow publishes output from only one agent in a workflow run.
-   Always place the Fixed Response Agent at the end of a branch so no other agent overrides the transfer instruction.
-   Use clear and consistent destination labels that exactly match the labels configured in Voice Settings.
-   Use other agents (Categorizer, Knowledge Search, Intelligent Actions, etc.) before the Fixed Response Agent to route calls based on category, search results, or intelligent action outputs.

### Do Not

-   Do not add multiple Fixed Response Agents in the same branch.
-   Do not use a single Fixed Response Agent to forward calls to multiple destinations.
-   Do not use phone numbers in fixed responses; always use configured destination labels.