Advanced Call Transfers with Agent Flows

Overview

Agent Flows now support a more advanced call transfer experience, allowing you to create seamless handoffs between your AI assistant and a live person.

The latest transfer capabilities include:

🎵 Hold music during transfers
📞 Warm transfers
🗣️ AI briefings for the receiving person (Transfer-ee)
📝 AI briefings before the transfer is completed
🚀 Cleaner and more natural transfer experience

These features make call transfers feel much more like a professional call center experience.

What's New?

Hold Music

When the AI transfers a caller, it can place the caller on hold while the destination party is contacted. Instead of silence, callers hear hold music until the recipient answers.

Example flow:

Customer
     ↓
AI Assistant
     ↓
"One second while I transfer you..."
     ↓
Hold Music
     ↓
Recipient Answers
     ↓
Conversation Begins

This provides a much smoother customer experience.

AI Briefing Before Transfer

Before connecting the caller, the AI can briefly explain the context of the call to the recipient. For example:

"Hello Mike. I'm transferring a caller who requested to speak with you regarding support."

The recipient immediately understands why they're receiving the call.

Warm Transfers

Instead of abruptly connecting two parties together, the AI can:

Place the caller on hold.
Call the recipient.
Deliver a briefing.
Connect both parties.

This creates a professional handoff without requiring the customer to repeat themselves.

Example Call Flow

Customer: "Can you transfer me to Mike?"

AI: "One second while I transfer you to Mike."

↓
Caller hears hold music.
↓
AI calls Mike.
↓
AI briefing:
"Hello Mike, I'm transferring a caller to you now. Please hold for just a moment."
↓
Customer and Mike are connected.

Benefits

Cleaner call transfers
Better customer experience
Professional hold music
Context provided before connecting calls
Less need for customers to repeat information
More natural conversations

Common Use Cases

Sales Teams

Transfer qualified leads directly to a salesperson.

Customer Support

Transfer complex issues to a human support representative.

Receptionists

Allow the AI receptionist to route callers to different departments.

Medical Offices

Transfer patients to nurses or reception staff with a briefing explaining the reason for the transfer.

Service Businesses

Transfer emergency calls to an on-call technician.

Best Practices

Use brief transfer announcements such as: "One second while I transfer you."
Keep AI briefings concise (10–20 seconds).
Only transfer when necessary to avoid interrupting the caller's experience.
Configure hold music to reassure callers that the transfer is in progress.

Frequently Asked Questions

Can the AI announce who the caller is?
Yes. The AI can provide a short summary or briefing to the recipient before connecting the call.

Will callers hear silence during the transfer?
No. The caller can hear hold music while the transfer is taking place.

Is this available through Agent Flows?
Yes. These advanced transfer capabilities are available as part of the latest Agent Flows functionality.

Expected Outcome

With these enhancements, Agent Flows can deliver a much smoother and more professional transfer experience by combining hold music, AI-generated briefings, and warm transfers into a single seamless workflow.