How a warm transfer works on a call
In a contact centre, a warm transfer usually means the first person briefs the second before connecting the caller. With an AI voice agent, the handover follows rules:
- The agent spots a reason to hand over: a keyword, an intent such as a billing dispute, or the caller asking for a person.
- It tells the caller what's happening: "Main aapko hamari team se connect kar rahi hoon, ek minute."
- It puts the call through, and the person who answers knows who is calling and why.
Here's a home-loan enquiry to Northwind Finance:
- Caller: "Rate toh theek hai, but mujhe processing fee ke baare mein kisi se baat karni hai."
- Agent: "Bilkul, Kavita ji. Main aapko hamare loan adviser se connect kar rahi hoon."
The adviser picks up knowing the caller's name, the loan she asked about and the question that's still open.
Why it matters
Repeating everything to a second person is tiring, and it makes the first part of the call feel wasted. A warm transfer respects the caller's time. It also lets the agent stick to what it handles well and pass on what it shouldn't: disputes, complaints and judgement calls.
How Kallix handles it
Kallix agents make warm transfers to your team on rules you set: keywords, intent or the caller asking for a person. Every agent offers a person on request. After the call, its recording, transcript and disposition are in the dashboard.