In this article, you’ll learn how to enable and configure call transfer settings, define trigger conditions, and integrate with live support workflows to ensure a smooth and intelligent handoff between your VoiceAgent and your team.
User Level:
Admin
VoiceAgent Call Transfers enable seamless escalation from automated conversations to human agents when specific conditions are met. This feature ensures that complex, sensitive, or high-value interactions receive the personal attention they require - without disrupting the caller experience.
If your VoiceAgent need to hand the conversation over to a real person, you can enable Call Transfers within VoiceAgent settings. Once enabled, the configuration settings will appear on your screen. To set up call transfers, you’ll need to define:
Transfer Type – specifies who the call should be transferred to.
Transfer Prompt – determines the conditions under which the call should be transferred.
Choosing the Transfer Type
Transfer Type defines who the VoiceAgent should redirect the call to when a transfer is triggered. You can choose between two options:
Agent – Transfer the call to a specific individual from your CloudTalk 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.
Configuring the Transfer Prompt
The Transfer Prompt defines the conditions under which the VoiceAgent should initiate a call transfer. It is not a spoken message, but rather an instruction that guides the AI in deciding when to transfer the call - based entirely on what the caller says.
These prompts enable the VoiceAgent to recognize specific intent or criteria from the caller and respond accordingly by initiating a handoff to a human agent or team.
Example: General Transfer Conditions
## Transfer Instructions
When a user expresses ANY desire to:
- Speak with a human
- Talk to someone else
- Be transferred
- Connect with a real person
- Any similar request
Example: Workflow-Specific Transfer Logic
## Transfer Instructions
Only transfer the call when customer mentioned they are actively looking for a new solution and have at least 10 employees. Otherwise navigate to trial form on our website - acme.com/trial.
You can customize these prompts to align with your specific business rules, qualification criteria, or escalation processes.
Recieving transfered call
When a call is transferred from a VoiceAgent, it will ring on the assigned agent or ring group just like any standard incoming call. Agents will receive the call through the CloudTalk interface, allowing for a seamless transition from the automated conversation to a live interaction.
In your call logs, this process is reflected as two separate call records:
VoiceAgent Call – This log covers the initial part of the conversation between the VoiceAgent and the customer. Depending on how the call was initiated, it will be marked as either inbound or outbound.
Transferred Call – This second entry represents the transferred segment, capturing the conversation between the end customer and the assigned agent. It will be labeled as a transferred call type.
This structure provides clear visibility into both the automated and human-handled portions of the interaction for better tracking, reporting, and analysis.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!