Call Transfer to Humans

Your AI voice agents can now transfer live calls to human team members. When a conversation needs a personal touch — a complex negotiation, a sensitive issue, or a customer who simply asks to speak with someone — the agent hands off the call without dropping it.

How it works

1. The AI decides a transfer is needed (or the customer requests one)
2. The agent tells the customer they're being connected
3. Your team member receives the call with a quick briefing of the conversation so far
4. They confirm and are connected to the customer

The customer hears hold music during the brief transfer. Your team member gets full context before they speak. No "so what were you calling about?" moments.

Whisper briefing

Before your team member picks up, they hear a short summary — who the customer is, what they've discussed, and why the call is being transferred. They press 1 to accept.

Configurable transfer rules

Set when and how your AI agent should transfer calls:

• Always transfer when a customer asks for a manager
• Transfer after the AI has qualified the lead
• Transfer for specific topics — pricing above a threshold, complaints, legal questions
• Route to a specific team member or phone number

Configure these in the agent's voice settings.

Works with WhatsApp calls

Voice calls initiated through WhatsApp route through the same AI agent and support the same transfer flow.