Seamless Call Transfers for a Better Customer Experience
Not every call can be handled by AI alone. Sometimes, customers need to speak with a live agent for more complex inquiries. Setting up call transfers in Awaz.ai ensures that conversations flow smoothly from AI to human representatives, reducing frustration and improving engagement.
✔ Automatically transfer calls based on customer responses.
✔ Set conditions for when an AI should escalate to a live agent.
✔ Ensure a seamless transition without disrupting the call.
Navigate to Call Transfer Settings
To enable call transfers, configure the settings within the Agent’s Action Tab:
Log into Awaz.ai and go to Agents.
Select the AI agent you want to configure.
Click Edit on the Agent, then navigate to the Actions tab.
Locate the Call Transfer option and enable it.
💡 Tip: Call transfers can be triggered automatically based on predefined conditions or manually by customer request using this action.
Define Conditions for Transferring a Call
A successful transfer is more than just rerouting a call—it requires clear conditions to ensure that customers are directed to the right human representative at the right time.
🔹 Common Call Transfer Triggers
✅ Customer explicitly asks to speak with a live agent.
✅ Agent detects frustration or confusion from the customer.
✅ A request falls outside the Agent's programmed responses.
✅ The Agent fails to resolve the inquiry within a defined time.
📌 Want to improve how your AI detects customer intent before transferring? Read our Using Variables and Dynamic Content in Prompts Guide.
Test the Transfer Process for a Smooth Handoff
Once call transfers are configured, testing is crucial to verify that AI agents:
✔ Accurately detect when to transfer a call.
✔ Provide a smooth transition without abrupt disconnections.
✔ Ensure the live agent receives necessary conversation context.
🔹 How to Test Call Transfers
1️⃣ Use the "Test Your Agent" feature to simulate transfer scenarios.
2️⃣ Trigger the AI by requesting a live agent or testing a failed resolution scenario.
3️⃣ Check if the AI:
Recognizes the need for escalation.
Informs the customer before transferring the call.
4️⃣ Adjust transfer conditions as needed in the Actions tab.
💡 Tip: Ensure contact details, call logs, and previous AI interactions are accessible for the human agent before the transfer occurs.
📌 Need to automate additional follow-ups after a transferred call? Read our Integrating Agent Settings with Custom Scripts Guide.
Need Help?
We’ve got plenty of resources to assist you!
📺 Tutorial Videos: Watch step-by-step guides
🔑 Login / Sign-up: Access Awaz.ai
📖 Help Center: Visit our knowledge base
📧 Support Email: [email protected]