Call Transfers

Sometimes the AI agent can't (or shouldn't) handle a call alone. Call transfers let you seamlessly route calls to human agents when needed.

When to Transfer

Common scenarios for call transfers:

• The caller explicitly requests to speak with a human.
• The issue is too complex for the AI to resolve.
• The caller is escalating a complaint.
• The AI detects frustration or negative sentiment.
• The conversation requires decisions the AI isn't authorized to make.

Warm Transfer

In a warm transfer, the AI agent briefs the human agent before connecting the caller. The human receives a summary of the conversation so far, including the caller's name, issue, and any relevant details. The caller is placed on a brief hold during the briefing.

Cold Transfer

A cold transfer connects the caller directly to the human agent without a briefing. The call is simply forwarded. This is faster but requires the human agent to start the conversation from scratch.

Intent-Based Transfers

Configure transfers based on detected caller intent. For example:

• "I want to cancel my subscription" → Transfer to Retention team
• "I need technical help" → Transfer to Tech Support
• "I want to speak to sales" → Transfer to Sales department

Sentiment-Based Transfers

BHOMY can detect caller frustration through voice tone analysis and keyword detection. When a caller's sentiment drops below a configurable threshold, the AI automatically offers to transfer them to a human agent.

Configuration

Set up transfer destinations in your agent settings:

• Phone Number — The number to transfer to.
• Department Name — A label for the destination.
• Transfer Type — Warm or cold.
• Trigger Conditions — When this transfer should be offered.

Fallback Behavior

If the transfer destination doesn't answer (busy, no pickup), you can configure fallback behavior:

• Try the next number in the list
• Take a message and promise a callback
• Return to AI agent with updated instructions