Step 1
AI handles conversation
Voice agent listens, understands caller intent, and attempts to resolve the request autonomously.
.// Human Handoff
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.
.// How Handoff Works
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.
Step 2
Detects transfer trigger
Monitors complexity, caller sentiment, specific keywords, or custom rules that indicate human expertise is needed.
Step 3
Transfers with full context
Passes complete transcript, extracted data, summary, sentiment score, and next-action recommendations to the human.
Step 4
Human agent continues seamlessly
Live agent picks up without asking the caller to repeat themselves. Conversation flows naturally with full history visible.
.// Transfer Triggers
When to escalate — and why.
Handoff isn’t one-size-fits-all. Configure which signals indicate it’s time to get a human involved.
Caller requests human agent
Voice agent recognizes "I want to speak to someone" and initiates handoff immediately.
Complexity threshold exceeded
Multi-step problem, rare scenario, or product knowledge gap triggers escalation.
Sentiment detection: frustrated caller
Real-time emotion detection identifies escalating frustration and proactively transfers before dissatisfaction worsens.
Specific topic detection
Certain topics (billing disputes, account closure, legal inquiries) automatically route to specialized agents.
Custom API-driven triggers
Define your own escalation rules via API — based on customer tier, order value, account age, or internal logic.
Time-based escalation
If the AI agent spends too long on a single request, automatically escalate to prevent customer frustration.
.// Context Preservation
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.
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.
.// Integration Methods
Routing to your contact center.
Connect to your existing phone systems, ticketing platforms, and team communication tools. Handoffs integrate seamlessly with your infrastructure.
Transfer to phone number
Route calls to your existing phone number, extension, or queue using standard SIP or carrier protocols.
SIP-based transfer
Native SIP REFER protocol for seamless warm transfers on your telephony provider (Twilio, Plivo, AWS Chime).
API webhook to ticketing system
Simultaneously create a ticket in Zendesk, Jira, or ServiceNow with full call context attached.
Slack/Teams notification
Notify your team channel with the call summary and transcript, enabling faster context sharing and collaboration.
Custom routing logic
Implement your own routing rules — send calls to the agent with the lowest handle time, highest CSAT, or specific expertise.
.// Impact at Scale
What our customers see.
< 3 sec
Transfer time
100%
Context preserved
73%
Calls resolved by AI
27%
Transferred with full context
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.
See voice agents in action
Watch how voice agents detect escalation triggers, gather context, and perform seamless handoffs to live agents.
Watch the demoStart 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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