Average transfer time
Context preserved on transfer
Calls resolved without transfer
Dropped transfers
Not every call can — or should — be fully automated. When a conversation requires human judgment, escalation, or a personal touch, your AI agent transfers the call seamlessly. The caller experiences a smooth handoff with zero awkward pauses or repeated information.
Your human agent receives a real-time summary of the conversation, caller intent, and any data collected so far. They pick up exactly where the AI left off — informed and ready to help.
Keep every handoff smooth, informed, and reliable
The receiving agent sees a real-time summary: caller name, intent, data collected, and full transcript.
Route transfers by department, skill, availability, or custom rules. Always reach the right person.
If agents are busy, the AI holds the caller with natural conversation until someone is available.
Define triggers for automatic escalation — angry caller, high-value account, compliance keywords.
Track transfer rates, reasons, wait times, and resolution outcomes. Identify automation opportunities.
If no agents are available, take a detailed message and notify your team via email, SMS, or Slack.