### Answer --- There are a few things to check when call transfers stop working: ## Common Causes & Troubleshooting 1. Opt-Out Setting Conflict If you have the opt-out option activated (e.g., for GDPR compliance) , call transfers may not work. [(1) ]() This has been reported as a known issue where the agent says it will transfer but doesn't actually complete the transfer. 2. Transfer Only Works on Phone Calls The transfer call feature only works during phone calls, not web calls. It's available for Retell numbers and imported numbers. [(2) ]() [(3) ]() 3. Verify Your Configuration - Ensure the transfer number is in E.164 format (e.g.,

+12137774445

) or a valid SIP URI (e.g.,

sip:user@retellai.com

) . - Check that your prompt includes clear instructions for when to trigger the transfer. [(2) ]() - If using an extension, ensure it only contains 0-9, '*', '#' (e.g.,

123#

) . [(2) ]() [(3) ]() 4. Recent Platform Issues There have been recent reports of call transfer failures affecting approximately 20% of transfers for some users, related to websocket issues. [(4) ]() A fix was pushed, but if you're still experiencing issues, you should provide your call ID to support for investigation. ## Next Steps 1. Check if opt-out is enabled and test with it disabled 2. Verify your transfer number format 3. Test the transfer in the playground [(5) ](

ulti-prompt/transfer-agent) 4. If issues persist, gather your call ID and agent ID and reach out to support Would you like help troubleshooting a specific configuration, or would you like a general answer based on my knowledge?

​ To learn more, see the sources I considered: [[1] Transfer call doesnt work](https://discord.com/channels/1186424376300679209/1317424235865571371) [[2] Transfer call](https://docs.retellai.com/build/single-multi-prompt/transfer-call) [[3] Call Transfer Node](https://docs.retellai.com/build/conversation-flow/call-transfer-node) [[4] CALL FORWARDING ISSUE](https://discord.com/channels/1186424376300679209/1378495407822340208) [[5] Agent Transfer](https://docs.retellai.com/build/single-multi-prompt/transfer-agent) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.