Warm Call Transfer
Your voice agent now briefs a team member before handing over a call, so the caller never has to repeat themselves.
Warm Call Transfer
Warm Call Transfer allows your voice agent to brief a human team member about an ongoing call before connecting the caller. This ensures a seamless handover, preventing callers from having to repeat information they've already provided to the agent.
How It Works
When a caller requests to speak with a person, the voice agent places the caller on hold with music. The agent then privately calls the designated team member, provides a concise summary of the conversation so far, and asks if they are available to take the call. The caller is only connected once the team member explicitly accepts the transfer. If the team member is busy, doesn't answer, or declines the call, the agent politely informs the caller and continues to assist them. After the call, you can review the private briefing details in the Call Details section under 'Tool Invocation' → 'Briefing'.
How to Use
Step 1
Open your voice agent and add a Call Forwarding function (or edit an existing one).
Step 2
Enter the team member's name and phone number, choose the phone line (SIP trunk), and describe when the agent should transfer.
Step 3
Optionally set the message the agent says before transferring, for example "Let me connect you to our team."
Step 4
Save and place a test call. Ask the agent to speak to a person: you'll hear hold music while your team member receives a short summary and is asked to accept.
Step 5
After the call, open Call Details, expand the transfer under Tool Invocation, and open the Briefing tab to read the private conversation.
Benefits
- Callers don't repeat themselves: The team member already knows who is calling and why, thanks to the agent's briefing.
- Team members can accept or decline before the call reaches them: This provides control and prevents interruptions when they are unavailable.
- Callers are never left on hold indefinitely or in silence: They are informed promptly if a human agent isn't available.
- The private briefing and the human part of the call are saved in the call transcript: This ensures a complete record of the interaction.
- Works with standard and realtime voice agents (OpenAI, Gemini, AWS): This feature is compatible with various voice agent platforms.
Related Features
This feature works in conjunction with Call Forwarding and provides detailed records in the Call Details transcript. It also complements Live call monitoring (Listen / Talk).
Screenshots
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