1. When AI Should Transfer
Common Transfer Triggers:
- Customer says "speak to a human"
- Customer says "transfer me"
- Customer asks for a specific person or department
- Complex complaint
- Emergency mentioned (add a rule for this)
You Decide:
- Improve Agent rules such as "Transfer billing questions to Billing"
- Topics outside AI's knowledge
2. Setting Up Transfer
Step 1: Enable Transfer Call capability
In the Agent Action tab
Step 2: Add Your Transfer List
One line per person or department, e.g. "Sales - +15551234567"
Step 3: Add Transfer Rules
Use Improve Agent to say when to transfer, e.g. only during office hours
Step 4: Test It
AI says: "Let me transfer you to [Name] who can help with this."
Frequently Asked Questions
What happens if staff doesn't answer?
If the line is busy or no one answers within about 20 seconds, the call returns to the AI agent, which can take a message, schedule a callback (if enabled) or keep helping.
Can AI provide context to the human?
The transfer connects the caller directly to your team member. The conversation's transcript and summary are available in your dashboard, and the post-call summary e-mail can go to your team.
