Platform · Transfer
Hand off to a human, then step back.
When the conversation needs a real person, Vocily AI transfers the call with context and stops listening once the teammate picks up.
Problem · Solution
The problem today
A bad handoff is worse than no agent at all. The caller already explained their issue once — now they have to do it again because the human picked up cold. Or worse: the AI stays on the line, listening to a private conversation between your teammate and a customer, recording everything. Most platforms treat transfer as a phone-system trick. It isn't — it's a trust moment that determines whether the customer thinks the AI was useful or a barrier.
How Vocily AI handles it
Named transfer targets per agent
Each agent has its own list of people it can reach — team lead, billing, on-call. Not a single generic 'transfer to human' button.
Context arrives with the call
The teammate gets a summary of the conversation so far. No 're-tell me your problem' moment when a human picks up.
Routes by what the caller wants
Disputes go to the disputes desk; clinical urgency goes to on-call; senior-staff requests go to senior staff. Routing is explicit, not heuristic.
Escalation rules tell the agent when not to improvise
Specific topics, sentiment thresholds, or caller requests trigger a mandatory handoff — the agent doesn't try to handle what's outside its job.
Recording stops at handoff
The moment a human picks up, Vocily AI stops recording and stops listening on that call. The post-handoff conversation belongs to the people on it.
Clean execution record
Everything up to the handoff is captured on the execution record. Everything after is private. No half-recorded private conversations.
What's in it
How a Vocily AI transfer works.
Each transfer is a small, explicit contract: who can receive, what gets passed, what stops recording.
Transfer destinations
Where an agent is allowed to send a caller.
- Defined per agent
- Each agent has its own list of phone numbers it can reach.
- Types
- Individual teammate, team-line, on-call rotation, queue.
- Labels
- Each destination has a human-readable name — used in routing rules.
- Warm vs cold
- Warm transfer briefs the human first with a conversation summary. Cold transfer dials straight through.
- Business-hours-aware
- Per-destination availability schedule — Vocily AI routes around closed lines automatically.
- Workspace boundary
- An agent can't transfer to a destination outside its workspace.
Routing rules
How the agent picks a destination at runtime.
- Trigger
- Caller request, topic match, sentiment threshold, KB-empty fallback.
- Destination
- Mapped per trigger — disputes desk, on-call clinician, senior staff.
- Conditions
- Stack multiple conditions (e.g. complaint AND existing customer).
- Default
- Set a fallback destination when no rule matches but a transfer is needed.
Handoff payload
What the receiving teammate sees when the call connects.
- Summary
- Concise description of the conversation up to the handoff.
- Caller fields
- Identity, account reference, language used during the call.
- Open question
- The exact thing the caller wanted help with at the moment of handoff.
- Transcript link
- Deep-link to the execution record for the pre-handoff transcript.
After the handoff
What stops the moment the human picks up.
- Recording
- Stops at handoff. The post-handoff audio is not captured.
- Listening
- Vocily AI stops live STT on the call once the human is connected.
- Pre-handoff record
- Everything up to the handoff persists on the execution as normal.
- Post-handoff
- Belongs to the people on the call. No half-recorded conversations.
Privacy by default
Recording stops the moment a human takes over.
Every Vocily AI transfer flips the call from agent to human and stops the recording and live listening on that call. What your teammates say to a customer after the handoff stays between them.
Transfer targets
ag_billing_v1Billing team lead
+91 80 0000 0000
Disputes
+91 80 0000 0001
Tier-2 support
+91 80 0000 0002
Common questions
What teams ask before they switch.
The transfer carries a summary of the conversation so far — what the caller wanted, what the agent already collected, and what's still open. The human picks up mid-conversation, not from scratch.