1. When AI Should Transfer
Automatic Transfer Triggers:
- Customer says "speak to a human"
- Customer says "transfer me"
- Complex complaint (frustration detected)
- Emergency mentioned
- 3+ failed attempts at same question
Manual Transfer:
- Customer explicitly requests
- Topic outside AI's knowledge
2. Setting Up Transfer
Step 1: Enable Transfer Call capability
In capabilities selection or Agent Settings
Step 2: Add Staff Phone Numbers
Primary: Main staff number
Backup: After-hours or secondary
Step 3: Set Business Hours
Define when transfers are available
After hours: Voicemail or different routing
Step 4: Configure Warm Handoff
AI says: "Let me transfer you to [Name] who can help with this."
Frequently Asked Questions
What happens if staff doesn't answer?
Configure fallback: leave voicemail, try backup number, or AI offers callback scheduling.
Can AI provide context to the human?
Yes! AI can summarize the conversation before transfer so staff knows the situation.
