The Transfer to Human skill acts as the handoff point between your VoiceAgent and your live team, allowing you to route conversations to specific agents, groups or logic when intervention is required.
In this article, you will learn how to configure precise transfer rules, share AI-generated context with your team and decide which routing method best fits your specific workflow.
User level:
Admin
The Transfer to Human skill defines the specific rules and logic under which a VoiceAgent hands over a live call. By using this skill, you can ensure that complex inquiries are seamlessly transitioned from AI to your team.
How Transfer Rules Work
Each transfer rule is composed of two main elements:
A Condition: Defines when the transfer should trigger (e.g., the caller says "I want to speak to a manager" or mentions "technical support").
A "Transfer to" Setting: Defines who receives the call. Available options for transfers are:
Agent – Transfer the call to a specific individual from your team. When selected, you can choose the target agent from a dropdown list.
Group – Route the call to a designated ring group (e.g., Support, Sales, Returns) for broader handling. When selected, you can choose the specific group from the available list.
Call flow (Inbound VoiceAgents only) - Ends the call on the VoiceAgent's side and continues to the Answered branch after the VoiceAgent step in the flow.
You can configure multiple rules to handle different scenarios, allowing for sophisticated routing based on the caller's intent.
💡 Avoid Overlapping Conditions: A common reason for routing errors is having conditions that are too similar. Ensure each condition is distinct so the VoiceAgent can accurately identify the correct path.
Transfer to Agent
The Transfer to Agent option allows the VoiceAgent to route a call directly to a specific team member. This is ideal for scenarios where a caller needs to speak with a dedicated account manager or a specialist identified during the AI conversation.
How it Works
When the VoiceAgent identifies that a transfer to a specific agent is required, it initiates a direct handoff. The VoiceAgent session concludes, and the system attempts to ring the selected agent's device.
To ensure the agent is prepared, CloudTalk sends a Context Card directly to their desktop app. This allows the agent to start the conversation with full knowledge of the caller's needs.
⚠️ Important: Availability & Fallback
It is important to note that the Transfer to Agent skill does not perform a real-time availability check. The VoiceAgent will attempt the transfer regardless of whether the agent is currently "Online," "Busy," or "Offline."
If the selected agent is unavailable or does not answer, the call will simply end after the transfer attempt.
Only use "Transfer to Agent" if you are certain the agent is available to take calls. For more robust routing with failover options (like redirecting to a group or voicemail if the agent is busy), we recommend using the Transfer to Call Flow option instead.
Transfer to Group
The Transfer to Group option is used to route callers to a specific department or team (e.g., Sales or Support). This is the most common choice when you want the AI to handle initial triage before passing the caller to the first available human representative in a specific queue.
How it works
Triggering this transfer ends the VoiceAgent session and routes the call into the selected Group's queue. The call then follows your standard Group Settings regarding ringing strategies and queue entry rules. Any agent who picks up the call will see the Context Card with the conversation history.
⚠️ Important: Availability & Queue Behavior
While this skill routes callers to a group, the VoiceAgent does not check if agents are currently "Online" before initiating the transfer.
Once the transfer occurs, the call is subject to your group’s standard configuration (e.g., Rule for caller entering a queue or Ringing strategy). If the call cannot enter the queue - for example, if all agents are offline and your rule is set to At least one agent is available to take the call - the call will be terminated.
If this scenario is likely in your workflow, we recommend using the Transfer to Call Flow option for inbound VoiceAgents. This allows you to configure fallback options after the Call to group step to handle transfers when the group is unavailable.
Transfer to Call flow (Inbound only)
The Transfer to Call Flow option allows you to move a caller from the VoiceAgent directly back into your primary call flow. This is the most powerful transfer method for inbound calls as it allows you to leverage all standard Call Flow Designer steps to manage the remainder of the call
How it works?
When a transfer to call flow is initiated The call ends on the VoiceAgent’s side and immediately continues in the Answered branch following the VoiceAgent step in your call flow.
In the Answered branch, you can define any logic required using standard designer steps (e.g., Routing to Group, IVR Menu, or External Number).
Unlike direct transfers, this method allows you to define "unanswered" or "fallback" branches. For example, if you route the call to a group and no one answers, you can then trigger a voicemail or an external redirect.
Data-Driven Routing
Information gathered by the VoiceAgent can be used to drive the logic of your call flow. Use Extract information skill during the VoiceAgent conversation to capture specific data points from the caller.
Than, use the captured VoiceAgent data in subsequent Condition Splitter steps. This allows for elaborate branching
📖 Example: Routing by Customer Tier
You can use AI-extracted data to prioritize high-value callers Configure the Extract information skill in your VoiceAgent to identify and capture the "customer tier" during the conversation.
In your call flow, add a Condition splitter immediately following the VoiceAgent step.
Use the extracted "customer_tier" value to define your branches. For example, route callers identified as "VIP" to a dedicated Paid Support group, while directing all other callers to the General Support group.
Transfer Settings
In the Transfer Settings section, you can manage the caller’s experience during the transfer.
When Ask caller for confirmation setting is enabled, the VoiceAgent will ask the caller for explicit permission (e.g., "Would you like me to connect you to an agent?") before proceeding.
Context Shared with Human Agent
To ensure a warm handoff, you can define exactly what information the AI should pass to the team before they answer. This data appears in a Context Transfer Card within the CloudTalk desktop app.
Standard Fields
Caller Name: Shares the identified name of the contact.
AI-generated Summary: Provides a concise recap of the conversation that took place with the VoiceAgent.
Custom Fields
Click +Add custom field to share specific data points gathered during the call. For each field, you must provide:
Property Name: The label the agent will see (e.g., "Account Number").
Instructions for AI: Guidance for the AI on which information from the transcript should fill this field (e.g., "Extract the 8-digit account number mentioned by the caller").
The Agent Experience
When a transfer is initiated, the receiving agent will see a Context Transfer Card in their calling app.
By clicking this card, the agent can view the full summary and custom fields before answering, allowing them to jump into the conversation fully informed without asking the caller to repeat themselves.
Need help or have a question? Just reach out through our Support portal — we’re here for you.