Call transfer and warm transfer

An AI phone assistant should not see every conversation through to the end itself. For complaints, emergencies, complex cases or at the caller’s request, handing over to a person is the right move. In a cold transfer the target person’s phone simply rings, and the caller explains everything all over again.

In a warm transfer the target person first receives a short summary, spoken or as a message, and then takes over. If nobody is available, a plan B is needed: promise a callback, note the request, notify whoever is responsible. Good rules lay down when a call is handed over, to whom, and what happens when the handover fails.