> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fluents.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Switch Communication (Skill)

> Let agents move a live call to a different phone number when the caller wants to continue on another line.

The **Switch Communication** skill lets your agent move a live conversation
from one phone number to another.

Typical use case:

* You call someone on their **office line**.
* They say, “I have to leave, can we switch to my cell?”
* The agent collects their mobile number.
* Fluents ends the current call and immediately starts a **new outbound call**
  to the new number, using a number you configure.

This is useful when contacts want to continue the same conversation on a
different phone (for example, from desk phone to mobile).

***

## Video: Switch Communication (Skill)

<iframe className="w-full aspect-video rounded-xl" src="https://www.youtube.com/embed/S65zvoP5kQo" title="Video: Switch Communication (Skill)" frameBorder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowFullScreen />

***

## How it works

With Switch Communication enabled:

1. During a call, if the caller indicates they want to continue on another
   number (for example, “call me on my cell”):
   * The agent asks for and confirms the **new phone number**.
2. The agent uses your configured **Caller Number** as the caller ID for the
   new call.
3. Fluents:
   * Ends the **current** call.
   * Immediately starts a **new outbound call** from the Caller Number to the
     number the caller provided.
4. When the new call connects, the agent starts with your configured\
   **Switch Communication Message**, then continues the conversation.

The switch is **conversation‑driven**: there are no explicit routing rules in
the UI; the agent decides when to offer or accept switching based on how you
write its prompt and how the caller speaks.

Switch Communication is different from:

* **Call Routing** – which transfers the current call to a **pre‑defined
  fixed number**.
* **Call Back Later** – which schedules a **future** call rather than
  switching right away.

***

## Prerequisites

Before using Switch Communication, make sure:

* Your workspace has at least one **Fluents Number** that can be used as the
  **Caller Number** (for the new call).
* Your agent is configured for **phone calls** (telephony provider + number).
* You are comfortable with the agent:
  * Ending the current call, and
  * Starting a new outbound call immediately.

The new number the caller provides must be a valid **US 10‑digit phone
number**. Standard DNC behavior still applies: if that number is later added
to the DNC list, future calls to it will be blocked.

***

## Enable Switch Communication on an agent

1. Go to **Agents** and select your agent.
2. On the **Basic Information** tab, find **Choose Skills**.
3. Click **Switch Communication** to add the skill.
4. The **Configure Switch Communication** dialog opens.

***

## Configure Switch Communication

In the **Configure Switch Communication** dialog you’ll see:

* **Caller Number** (required)

  * Choose the **Fluents Number** that should be used as the **caller ID**
    for the *new* call after switching.
  * This is often a number that is SMS‑ or mobile‑friendly, or simply the
    main number you want contacts to see.

* **Switch Communication Message**
  * The **initial message** the agent uses on the new call after switching.
  * Example:
    > “Hey, this is {agent_name} again. Want to continue where we left off?”

After setting these, click **Save** in the dialog, then save the agent.

***

## Caller experience

Here’s how a typical switch looks from the caller’s perspective:

1. You call them (or they answer an outbound call) on their **office** number.
2. During the conversation they say something like:
   * “I’m heading out, can you call my cell instead?”
3. The agent responds along the lines of:
   * “Sure, what number should I call?”
   * Confirms the 10‑digit mobile number.
4. The agent ends the current call with a brief closing line.
5. Within moments, their **cell phone rings**:
   * The caller ID is the **Caller Number** you configured.
   * When they answer, the agent starts with the **Switch Communication
     Message**, then continues the conversation as before.

This keeps the conversation going with minimal friction, just on a different
device.

***

## Best practices

* **Choose a good Caller Number**\
  Use a number that:

  * You are comfortable exposing as caller ID.
  * Is associated with your brand or team (for example, your main sales or
    support number).

* **Write a clear initial switch message**\
  In the **Switch Communication Message**, remind the caller:

  * Who you are.
  * That this is the continuation of the previous call.
  * That you’re switching lines at their request.

* **Explain when to switch in the agent prompt**\
  In your **Agent Prompt**, describe:

  * Under what conditions the agent should offer or accept switching to
    another number (for example, only when the caller clearly asks).
  * Any constraints (for example, don’t switch in the last minute of a call).

* **Test end‑to‑end**\
  Use **Test Call Agent** and:
  * Simulate asking to be called on a different number.
  * Verify:
    * The current call ends as expected.
    * A new call is placed from the correct Caller Number.
    * The agent uses the Switch Communication Message correctly.

***

## Where to go next

* Compare with other call‑related skills in:\
  **[Call Routing (Skill)](/product/features/skills/call-routing)** and\
  **[Call Back Later (Skill)](/product/features/skills/call-back-later)**.

* See how agents, numbers, and campaigns work together in the\
  **[Agent Feature Guide](/product/features/agent)** and\
  **[Campaigns Feature Guide](/product/features/campaigns)**.

* Review how numbers and telephony providers are configured in\
  **[Numbers](/product/features/numbers)** and\
  **[Providers](/product/features/providers)**.