Call Transfer: Redirect Calls to a Human Agent
Last update: by Alex Bisbe on December 30th 2025.
Our AI agent can now seamlessly transfer calls to a phone number (such as a call center agent) depending on the conversation.
This feature is ideal when:
The user prefers to speak with a human.
The sales request is out of the AI’s defined scope.
The call is part of a validation or compliance process.
When a call is transferred, you’ll see new outcome tabs in the call logs (e.g., Talk to Agent, Transferred), making it easy to track results (see screenshots ).
How to Set Up Call Transfers
Follow these steps to configure call transfers for your agent:
Go to the Agent Configuration page. In the Call Transfers section, click New Transfer.
Add a Transfer Name. Example: Billing Department.
Set the DDI (phone number). Enter the phone number where the call should be transferred.
Define the Condition. Write the condition that must be met for the AI to transfer the call. Example: “The customer asks to speak with the billing department.”
Add multiple transfers if needed. You can configure as many transfers as required for different scenarios.
Click Save. Your transfer rules will now be active.
Provider Compatibility
✅ Works with both ElevenLabs and Bland – so you don’t need to worry about balancing between AI providers. The transfer logic applies equally to both.
📲 New: Transfer VoIP Calls to a Human Agent via Telephony
VoiceB now supports transferring VoIP-generated calls to human agents or call centers using traditional telephony (PSTN).
This enables a hybrid call model where conversations start in VoIP/WebRTC + AI —low friction, browser-native—and are escalated to human agents on regular phone lines once qualification criteria are met.
How it works
The call starts via VoIP (WebRTC) from the widget or inbound VoIP channel.
The AI agent handles greeting, intent detection, qualification, and data collection.
When a transfer condition is met (qualified lead, user request, business rule), VoiceB converts the VoIP call into a standard phone call.
The conversation is transferred to a human agent or call center with full context.
Why this matters
Lower friction at entry: VoIP increases engagement and funnel volume.
Smarter escalation: Only qualified conversations reach human agents.
Operational efficiency: AI absorbs low-value traffic; humans focus on closing.
Enterprise-ready: Works with existing call center infrastructure.
Typical use cases
Inbound sales qualification before agent handoff
High-volume digital journeys (telecom, energy, automotive, finance)
Reducing call center load without sacrificing conversion
Example
User: “I want to talk to an agent.”
AI: “Please hold, I’ll transfer you to an agent.”
System: Transfers to the configured DDI.
Outcome in dashboard: Valid → Talk to Agent → Transferred.
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