All glossary terms
GlossaryTerm 14 of 20
Call transfer
Definition
Moving an active call from one destination to another, most commonly from an AI agent to a real person, either live during the conversation or as a follow up.
Going deeper
01
When a transfer typically happens
A caller explicitly asks for a person, or the conversation moves outside what the AI is configured to handle.
02
What makes a transfer feel smooth
Passing context along, so the human isn't starting from zero, rather than making the caller repeat everything they already said.
Related terms
See how handoff works in practice.
We'll walk through a live example in a 15 minute session.
