Warm transfer
A warm transfer hands a call to another person with context, so the caller does not have to repeat themselves, unlike a cold transfer that simply forwards the call.
In a warm transfer the first agent, human or AI, briefs the next person before or as the call connects: who the caller is, what they need and what has been done. When an AI voice agent escalates to a person, the useful context is the conversation transcript and any details it has collected, such as an order number or the caller’s chosen appointment slot.
Good escalation is a large part of whether callers trust an AI agent. VocalStack Voice escalates to a person with the full conversation state and transcript.
