🔹 Overview
The Human Call Transfer Action in OS enables your AI assistant to seamlessly transfer a call to a human agent, ensuring smooth call handling and improved customer service. This feature is useful when a user requests human assistance or when a situation requires human intervention, such as escalations or complex inquiries.
⚙️ Key Settings for Call Transfer
1️⃣ Phone Number to Call
Specify the phone number that the assistant will transfer the call to. This can be a direct line or an extension within your organization. A validation button is available to confirm that the number is correct before finalizing the transfer settings.
2️⃣ When Should the Transfer Take Place?
Define the conditions that trigger the call transfer. You can set specific criteria, such as transferring the call when the user requests to speak to a human agent or a manager.
3️⃣ Background Music 🎶
Enable background music during the transfer process to provide a professional experience for users while they wait for the call to be completed.
🔧 Advanced Settings
Customize the call transfer behavior to align with your business needs:
Extension: If transferring within a phone system, specify the extension to direct the call.
Timeout: Set the duration (in seconds) that the system should wait for the human agent to answer.
Trying to Reach the Target Message: Customize the message the assistant will say while trying to transfer the call (e.g., "Let me transfer you to a human. Please hold on.").
Target Answered Message: The message that plays once the human agent answers (e.g., "I'm transferring you now. Goodbye!").
Target Didn’t Answer Message: If the human agent doesn’t pick up, this message will be played (e.g., "Sorry, I couldn't transfer you. Would you like to continue the conversation?").
🔥 Warm Call Transfer
The Warm Call Transfer feature enhances the handoff process by adding context and providing control over how the call is transferred:
Voicemail Detection: Prevents calls from being transferred to voicemail by using ML-based or time-based detection.
Language Code: Define the language code (e.g., en-US) to ensure that messages are in the correct language.
Message to Transfer Target Before Joining: Sends a message to the human agent before the user is transferred (e.g., "You have a lead. Connecting you shortly.").
Pre-message Pause: Adds a delay before the message is played to the agent.
Post-message Pause: Adds a delay after the message, allowing the agent time to prepare before joining the call.
🎯 Benefits of the Call Transfer Action
1️⃣ Escalation to Human Agents
Allows users to speak with a real person when the AI assistant cannot handle specific requests or when manual intervention is required.
2️⃣ Seamless User Experience
Ensures a professional and smooth call transfer process with customizable messages and background music.
3️⃣ Flexible Customization
With voicemail detection, timeout settings, and other options, you can tailor the call transfer process to fit your business needs.
🚀 Conclusion
The Human Call Transfer Action in OS enhances customer satisfaction by providing a reliable method for escalating calls to human agents. By fine-tuning settings and leveraging automation, businesses can maintain efficient customer service while balancing AI-driven and human-assisted interactions.