Warm transfer with a briefing
The agent puts the caller on brief hold, rings your team member, and tells them who's calling and why — "Sarah Jones, no hot water since this morning, Harrogate" — then connects on a keypress. Your person is never blind-sided, and a voicemail picking up is treated as no answer, not a successful transfer.
Call-back when nobody can take it
If the line is busy or it's out of hours, the agent collects the details (name, number, what's needed, urgency), tells the caller when to expect a call, and creates a ticket. Optionally the AI itself calls back once a human has decided how to resolve it.
Rules you set
- Departments with descriptions so routing is by meaning, not keywords
- Topics that always go to a person: complaints, cancellations, refunds, legal
- Urgent vs appointment: "no hot water" books a slot unless you mark it an emergency
- Out-of-hours behaviour: book, take a call-back, or page the on-call person
- Approval before the agent acts (e.g. before sending a payment link)
Never left hanging
The failure mode that matters most is a promised transfer that goes nowhere. A well-built agent tracks every promise: if the human doesn't pick up, it comes back to the caller and offers a call-back instead — and the whole thing is in the transcript for you to review.
Common questions
Can I listen in or take over a live call?
Yes — the dashboard shows live calls with listen, whisper and take-over.
What if my team is all out on jobs?
Set the agent to book or take call-backs out of hours and when busy, and page one person for genuine emergencies.
Does the caller pay for the hold time?
No — holds during a transfer are seconds, and the agent tells the caller what's happening.
Hear it answer your calls — free for 14 days
Set up in under an hour, no card needed. Your own number, your own FAQs, real calls.