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Transfer a call from AI to an agent

Reviewed by Ahmed Mohamed · Oct 31, 20261 min read1 view
Short answer

The AI transfers the call when the caller asks for a person or the topic matches your escalation rules. The agent sees the transcript before picking up.

How it works

  1. 1The caller asks for a person, or the AI detects an escalation topic
  2. 2The AI tells the caller it's connecting them
  3. 3The call goes to the queue or the team set in your routing rules
  4. 4The agent sees the live transcript and summary, then answers

If no agent is available, the AI can take a message and create a follow-up conversation. Set this under AI Agent → Voice → When no one is available.

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