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What is Voice AI: Agent Transfer?

Voice AI Agent Transfer enables one Voice AI Agent to seamlessly hand off an ongoing conversation to another Voice AI Agent within the same live call. This feature allows you to route callers to specialized agents based on their needs, such as sales inquiries, support requests, billing questions, appointment scheduling, or language preferences. It ensures that each agent remains focused on their expertise while providing the caller with a continuous conversation experience without interruption.

Key Benefits of Agent Transfer

Agent Transfer helps streamline call handling by allowing teams to deploy multiple specialized Voice AI Agents instead of relying on a single, all-purpose agent. Key advantages include:

Seamless caller experience: Callers stay on the same call while the conversation transitions between agents.
Improved accuracy: Specialized agents provide more precise responses tailored to specific topics.
Cost efficiency: Reduced token usage compared to a single large agent handling all intents.
Reusability: The same destination agent can serve multiple root agents for consistent handling of specific intents.
Unified data: Post-call data, workflows, and notifications from all agents involved are merged automatically.

Agent Transfer vs Call Transfer

Agent Transfer and Call Transfer serve different purposes:

Agent Transfer: Moves the conversation to another Voice AI Agent without requiring a phone number. Ideal for routing to specialized AI agents.
Call Transfer: Redirects the call to a human representative using a phone number. Use this when live human interaction is necessary.

Transfer Conditions and Handoff Messages

Transfer conditions define when the root agent should initiate a handoff. You can specify up to three destination agents, each with its own condition. Conditions are natural language descriptions of caller intents, such as:

When the caller asks about pricing.
When the caller needs help in Spanish.
When the caller requests technical support.

You can also configure an optional handoff message to inform the caller of the transfer. If disabled, the transfer occurs silently with only a brief pause.

How to Set Up Voice AI: Agent Transfer

Step 1: Open the Root Voice AI Agent

Navigate to your CRM and open the Voice AI agent that will initiate the transfer.

Step 2: Add the Agent Transfer Action

Within the agent's configuration, add the Agent Transfer action to the workflow.

Step 3: Connect the Destination Agent

Select or specify the Voice AI Agent that will receive the transferred conversation.

Step 4: Add the Transfer Condition

Define the condition that triggers the transfer, such as specific caller intents or phrases.

Step 5: Configure the Optional Handoff Message

If desired, enable and customize a spoken message to inform the caller of the transfer.

Step 6: Review Incoming Transfers

Ensure the destination agent is configured to accept incoming transfers appropriately.

Step 7: Review Root Agent Settings

Verify that the root agent's overall settings align with the transfer configuration.

Step 8: Save and Test the Transfer

Save your changes and conduct a test call to confirm the transfer works as expected.

Audit Agent Transfers in Call Logs

Call logs within your CRM will include details of agent transfers, including timestamps and the agents involved. Transcripts will mark transfer points, making it easy to review how conversations were handed off between agents.