In this article, you'll learn how to configure the Transfer to Human skill, define trigger conditions, and ensure a smooth 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.
VoiceAgent transfers to agents and groups are Safe Transfers. Instead of blindly redirecting the call, the VoiceAgent keeps the caller on the line and places a second call to the transfer target. The caller is only handed over once the target answers (or the queue accepts the call). If the transfer fails because the agent doesn't pick up, is offline, or the queue can't take the call, the caller stays in the conversation with the VoiceAgent. The VoiceAgent is notified of the failure and can offer alternatives such as taking a message or trying another team. The caller never experiences a dropped call.
Transfers are configured through the Transfer to Human skill in your VoiceAgent settings. You define:
Transfer target – who the call should be transferred to.
Transfer condition (prompt) – 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 the following 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.
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.
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.
What happens during a transfer
For transfers to an agent or group, the flow is:
The VoiceAgent recognizes the transfer condition and (if configured) asks the caller for confirmation.
While the caller remains on the line with the VoiceAgent, a second call is placed to the target agent or group.
Success: the target answers, the caller is connected, and the VoiceAgent disconnects. The receiving agent sees a Context Transfer Card in the CloudTalk app with the AI-generated summary.
Failure: the target doesn't answer within the transfer timeout, is offline, or the queue is full or empty. The second call is cancelled and the caller stays with the VoiceAgent, which acknowledges the failed attempt and offers alternatives.
Receiving a transferred call
When a call is transferred from a VoiceAgent, it rings on the assigned agent or ring group just like any standard incoming call. Agents receive the call through the CloudTalk interface, allowing a seamless transition from the automated conversation to a live interaction.
In your call logs, a successful transfer is reflected as two separate call records:
VoiceAgent Call – covers the conversation between the VoiceAgent and the customer, marked as inbound or outbound depending on how the call was initiated.
Transferred Call – represents the transferred segment, capturing the conversation between the end customer and the assigned agent, labeled as a transferred call type.
If a transfer attempt fails, the caller remains with the VoiceAgent and the conversation continues within the VoiceAgent call record. This structure provides clear visibility into both the automated and human-handled portions of the interaction.
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