Silent Call Transfer

Silent Call Transfer allows a voice agent to seamlessly hand off a live call to a human agent without the caller hearing any interruption or transfer sounds. This feature ensures a smooth and continuous conversation, enhancing the caller's experience and making transitions feel effortless.

How It Works

When Silent Call Transfer is enabled, the system manages the call handoff in the background. The voice agent initiates the transfer, and the call is routed to the specified human agent or queue without playing any hold music, beeps, or announcements to the caller. The caller remains connected to the conversation, unaware that an agent change has occurred, until the human agent begins speaking.

How to Use

1. Open the voice agent's call flow settings.
2. Enable "Silent Transfer" under transfer options.
3. Set the target human queue or extension.

Benefits

• Reduces caller friction during handoffs: Callers experience a smooth, uninterrupted transition, leading to a more positive service interaction.
• Lowers call abandonment during transfer: By eliminating audible transfer cues, callers are less likely to perceive a delay or interruption that might lead them to hang up.

Related Features

Call History, Phone Numbers

Screenshots