When a caller needs a human, AI doesn't just transfer—it briefs your agent first. Your team knows who's calling, why, and what they need before saying hello.
The difference customers notice immediately
"Please hold while I transfer you..."
Caller waits, unsure what's happening
"Hi, how can I help you?"
Agent has no context, starts from zero
Customer repeats everything again
Frustrated, feels like wasted time
"Let me connect you with Sarah who can help..."
Caller hears pleasant hold music
AI briefs Sarah with full context
Name, issue, history, priority level
"Hi Jennifer, I see you're calling about your billing..."
Personalized, no repetition needed
Professional handoffs in 3 simple steps
When AI can't fully help or the caller asks for a person, the transfer process begins. Caller is placed on brief hold with music.
Average hold time: under 15 seconds
AI sends a quick summary to the agent: caller name, reason for call, conversation history, customer status, and any relevant notes.
Agent sees context before picking up
Agent accepts the call and greets the customer by name with full context. No "how can I help you?" needed—they already know.
Customer feels valued and understood
Your customers deserve better than "please hold." Give them a seamless experience.
Agents receive caller name, reason, history, and notes before connecting. They're prepared from the first word.
Route to the best available agent based on skills, department, language, or past interactions with the customer.
Upload your own hold music or messages. Keep callers engaged while the transfer happens.
If no agents are available, offer the caller a callback slot instead of making them wait endlessly.
Transfer to desk phones, mobile phones, softphones, or even external numbers. Your team works from anywhere.
Track transfer rates, wait times, and agent performance. Identify bottlenecks and optimize your flow.
AI qualifies the lead, gathers budget and timeline, then transfers to sales with a full brief. Sales closes faster with context.
When AI can't resolve an issue, support agents get the full troubleshooting history. No "have you tried turning it off and on?"
High-value customers get flagged automatically. Agents see their status, history, and lifetime value before the call connects.
Results based on customers using Warm Transfer for 60+ days.
Stop making customers repeat themselves. Give your agents the context they need to deliver exceptional service from the first word.
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