SHEET 01Human HandoffVOICE AI

AI handles the routine. Humans handle the complex.

Voice agents resolve common requests autonomously and transfer to live agents when expertise is needed — with full conversation context, transcript, and extracted data passed along seamlessly.

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  • Transfer detection
  • Full transcript
  • Extracted data
  • Sentiment score
  • Next-action recap
  • Warm transfer
< 3 secTransfer time
100%Context preserved
73%Calls resolved by AI
27%Transferred with full context
SHEET 02How Handoff WorksFLOW

Four steps to seamless escalation.

From initial contact to human agent pickup, the entire handoff is transparent. The caller never repeats themselves. The human agent has everything they need to continue.

Voice agent conversation flowLive
01AI handles conversation

Voice agent listens, understands caller intent, and attempts to resolve the request autonomously.

02Detects transfer trigger

Monitors complexity, caller sentiment, specific keywords, or custom rules that indicate human expertise is needed.

03Transfers with full context

Passes complete transcript, extracted data, summary, sentiment score, and next-action recommendations to the human.

04Human agent continues seamlessly

Live agent picks up without asking the caller to repeat themselves. Conversation flows naturally with full history visible.

AI resolution trigger detection context transfer human continuation

SOURCECallerVOICE AGENTAI resolves requestDETECTIONTransfer triggerPACKETContext transferDESKHuman agentREV A · live call + full context, no cold transfer
SHEET 03Transfer TriggersTRG-01..06

When to escalate — and why.

Handoff isn't one-size-fits-all. Configure which signals indicate it's time to get a human involved.

TRG-01Armed

Caller requests human agent

Voice agent recognizes "I want to speak to someone" and initiates handoff immediately.

TRG-02Armed

Complexity threshold exceeded

Multi-step problem, rare scenario, or product knowledge gap triggers escalation.

TRG-03Armed

Sentiment detection: frustrated caller

Real-time emotion detection identifies escalating frustration and proactively transfers before dissatisfaction worsens.

TRG-04Armed

Specific topic detection

Certain topics (billing disputes, account closure, legal inquiries) automatically route to specialized agents.

TRG-05Armed

Custom API-driven triggers

Define your own escalation rules via API — based on customer tier, order value, account age, or internal logic.

TRG-06Armed

Time-based escalation

If the AI agent spends too long on a single request, automatically escalate to prevent customer frustration.

SHEET 04Context PreservationPACKET

What the human agent receives.

Every detail of the conversation is captured, analyzed, and presented to the human agent in a structured format. No information is lost in the handoff.

Handoff context packetSealed

Full conversation transcript

Every word spoken between caller and AI agent is available to the human agent in real time.

AI-generated summary

Quick 2-3 sentence recap of the issue, attempted resolutions, and caller context for fast human agent onboarding.

Extracted data fields

Account number, order ID, product SKU, specific issue, preferred resolution — all parsed and structured for the human.

Caller sentiment score

Real-time emotional state (happy, neutral, frustrated, angry) helps the human agent set the right tone immediately.

Recommended next actions

AI suggests the most likely helpful next steps based on what it learned during the conversation.

PACKETFull contextSEALED · 5 FIELDSDESKHuman agentREV A · warm handoff · zero cold transfer

The packet travels with the live call. The human agent reads the transcript, summary, and recommended actions before they speak, so the caller continues without repeating a word.

SHEET 05Integration MethodsROUTING

Routing to your contact center.

Connect to your existing phone systems, ticketing platforms, and team communication tools. Handoffs integrate seamlessly with your infrastructure.

Transports PSTN · SIP · APITargets Phone · ticketing · team chatMode Warm transfer
#MethodRoutingChannel
R01Transfer to phone numberRoute calls to your existing phone number, extension, or queue using standard SIP or carrier protocols.PSTN
R02SIP-based transferNative SIP REFER protocol for seamless warm transfers on your telephony provider (Twilio, Plivo, AWS Chime).SIP
R03API webhook to ticketing systemSimultaneously create a ticket in Zendesk, Jira, or ServiceNow with full call context attached.WEBHOOK
R04Slack/Teams notificationNotify your team channel with the call summary and transcript, enabling faster context sharing and collaboration.CHAT
R05Custom routing logicImplement your own routing rules — send calls to the agent with the lowest handle time, highest CSAT, or specific expertise.CUSTOM

5 routing methods warm transfer with full context attached

SHEET 06Impact at ScaleTELEMETRY

What our customers see.

< 3 secTransfer time
100%Context preserved
73%Calls resolved by AI
27%Transferred with full context
SHEET 07Reduce Hold TimesREADY

Ready to reduce hold times and improve CSAT?

Deploy voice agents with seamless human handoff to your contact center. Resolve more calls autonomously. Transfer the complex ones with complete context.

Talk to an Expert
Surface
Voice AI · Human handoff
Transfer
Live call · < 3 sec
Context
100% preserved · 5 fields
Sheet
7 of 7 · Voice AI

See voice agents in action

Watch how voice agents detect escalation triggers, gather context, and perform seamless handoffs to live agents.

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Start a pilot program

Deploy voice agents with human handoff to your contact center in 2 weeks. Measure impact, optimize, and scale.

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