4. Call Management — Call Transfer

4.4 Call Transfer to a Human Advisor

Call transfer is one of NoviaMind's key features. It allows your voice agent to hand over to a team member at the right moment, without breaking the prospect's experience.

Why configure transfer?

Certain situations require human intervention:

  • The prospect is immediately available and highly motivated (hot lead)
  • The request is too complex for the agent (negotiation, dispute)
  • The prospect explicitly asks to speak with a person
  • The conversation involves sensitive information

💡 Best practice: Transfer rules are automatically defined during agent creation based on the information entered in the configuration wizard. The agent will know when to transfer the call based on the conversation context.

How does transfer work?

When the agent detects a transfer situation:

  1. The agent delivers a transition message to the prospect
  2. The agent redirects the call to the configured transfer number
  3. The call is recorded in the history with the conversation details

What happens if the advisor doesn't answer?

If no advisor is available at the time of transfer, the agent can:

  • Suggest an appointment: The agent offers a callback slot to the prospect
  • Continue the conversation: The agent continues and schedules a follow-up

❓ Need help?

If you encounter a problem with call transfers:

Inbound Calls
Call List and Filters