Handoff rules
When the agent passes a caller to a person, and what is recorded.
The agent handles routine calls. Handoff rules decide which calls go to your team instead. You switch each rule on or off in the agent's script; changes take effect when you publish.
| Rule | Triggers when | Setting |
|---|---|---|
| Asks for a person | The caller asks to speak to someone | — |
| Billing or insurance | A billing or insurance question goes beyond what the script covers | — |
| Complaint or negative sentiment | The caller complains, or the tone turns negative | — |
| High-value treatment | The caller asks about a service priced above a threshold | Amount, for example $1,500 |
| Repeat caller | The same number called within a number of days | Days, for example 7 |
What happens on a handoff
- The agent tells the caller it is connecting them.
- The call is transferred to your staff phone.
- The call is saved with outcome Transferred and the handoff reason, so staff can see why.
Handoffs waiting for a callback appear in Needs attention on the Overview.
Live takeover
Staff can also take over a call while it is happening from Live calls → Take over. Whisper note (coaching the agent mid-call) is shown but not available in this version.
When nobody can take the call
If the workspace is out of credits or read-only, calls forward to the fallback number in Settings → Phone numbers instead of being answered by the agent. A call is never left unanswered by design.
In this build there is no real phone line, so transfers and forwards are simulated. See Voice service contract.