Live call connect
When a call needs a person. Connect them, with the context.
In your project, the agent can transfer a caller live to the right person on your team, tell them who is calling and why, and step away. When nobody can take the call, the case reaches your team by email with the caller's name, the number to call back and what they need.
A warm transfer. Not a cold hand-off.
The caller explains once. When your team member answers, the agent introduces the caller and their request in one sentence, so nobody starts from zero.
Then the agent leaves the call, or, if you prefer, stays on silently and speaks only when someone addresses it by name.
Example call, with sample data
How a transfer works. Step by step.
- 1
The caller needs a person
They ask for one, or a rule in the call's script says this case goes to your team. The agent picks the destination whose description fits.
- 2
The platform rings your team
The agent tells the caller it is ringing. Our platform looks up the number and places the call; the agent never sees or chooses a phone number.
- 3
A person answers
The answer is checked for a person, not a voicemail or fax. Only then is the caller connected. The agent is instructed never to say they are connected until then.
- 4
The agent briefs, then steps back
One sentence to your team member: who is calling and what they need. Then it leaves or listens, as you chose.
Your rules. Enforced by the platform.
Who can be reached and when is set for your agent and checked on our servers when the call is placed, within a platform limit on transfers per hour and per day.
- Up to three destinationsEach with a name and a plain description of when to use it, such as billing questions or urgent repairs.
- Transfer hoursOutside them the agent does not ring anyone. It tells the caller when the team is available and offers to pass a message on.
- One transfer per callIf it does not connect, the agent does not try again. It says so plainly and, with team email on, offers to pass the request on.
- Safe destinationsNumbers in your business's country or your allowed outbound countries. Never premium-rate numbers, never the agent's own number.
- Incoming phone callsTransfers run on calls to your agent's number, not on browser sessions.
- No promised callbacksWhen a transfer cannot be made, the agent is instructed never to promise that someone will call back.
When nobody can take it. The case still reaches your team.
During the call
With team email on, the agent passes the request on while the caller is still on the line: a change to an order, a message, or a question it has no answer for. Only after the caller asked for it or agreed and gave their name, a rule the gateway checks in code, and at most once per call for each kind of request.
Straight after the call
After each call that has a transcript, the conversation is checked for a message the caller left. If there is one, your team gets an email with the caller's name, the callback number they gave, the request and its urgency.
In your own systems
Every call ends with an outcome. A call marked "needs follow-up" can open a ticket or alert a person through the signed call.ended webhook.
The agent is instructed never to say a request was passed on until the email has actually been sent. Recipients are set for your agent and resolved on our server, and no email credential sits on the gateway.
On a private owner line. Bring someone into your call.
For an owner talking to their own agent, the project can also let the agent dial a colleague, a supplier or a specialist into the live call while the owner stays on the line.
- Never on a public lineThe tool exists only on a private line, which answers only the owner's number.
- One guest at a timeThe guest gets a normal phone call and joins once a person has answered. No app needed.
- You decide the agent's partTake part, stay quiet until called by name, or just listen. Ask it to hang up on the guest and the call carries on with you.
- Owner actions pausedWhile a guest is on the line, the agent will not run actions that use the owner's own access.
Questions.
Does the caller hear ringing while the transfer connects?
The agent tells them it is ringing and may take a few seconds, then waits quietly until someone answers or nobody does.
What if a voicemail picks up?
The caller is not connected to it. The agent tells the caller the team could not be reached and, with team email on, offers to pass the request on.
Can the agent transfer outbound calls?
Transfers are for calls to your agent's number. On an outbound call placed through the Voice API, the task's escalation rule decides what the agent does, for example emailing your billing team a one-line summary.
Can it text the caller instead?
Yes, in a project where texts are switched on: the agent can text the caller their own number with an address, instructions, appointment details or a payment link, once they agree. Each text names your business and says how to opt out, and an opted-out number is never texted. Texts work on agents with a US number, once the carrier registration is approved. It can also send details on WhatsApp.
Who decides when a call goes to a person?
You do, in the scripts we write with you: each workflow can say which cases go to your team, and how.
Which call should your agent take first?
Tell us which requests your team handles most often. We'll suggest a practical place to start.