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The Human Transfer stage connects callers to human agents when AI assistance isn’t sufficient. Configure transfer numbers, briefing messages, and availability windows.

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Overview

Human Transfer nodes handle:
  • Warm transfers with context briefing
  • Business hours enforcement
  • Fallback handling when humans unavailable
  • Hold messages during transfer
Human Transfer nodes are colored orange and are terminal nodes (the AI conversation ends after transfer).

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Configuration

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Basic Settings

SettingDescription
Transfer NumberPhone number to transfer to (required)
NameDisplay name for tracking
Transfer MessageMessage spoken before transfer begins
DepartmentCategory for analytics
Transfer Number: +1-555-123-4567
Name: "Customer Support"
Transfer Message: "I'm connecting you with a support specialist now. Please hold."
Department: "support"

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Briefing Template

Information passed to the human agent before they take the call: 
Briefing Template: |
  Customer Name: {{customer_name}}
  Issue Type: {{issue_type}}
  Order Number: {{order_number}}

  Summary: Customer is calling about a {{issue_type}} for order {{order_number}}.
  They have already verified their identity.

  Key Details:
  - Customer seems {{sentiment}} about the issue
  - Previous attempts to resolve: {{resolution_attempts}}
The human agent hears this briefing before being connected to the caller.

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Time Restrictions

Limit transfers to business hours: 
Time Restrictions:
  Timezone: "America/New_York"
  Allowed Days: [Monday, Tuesday, Wednesday, Thursday, Friday]
  Start Time: "09:00"
  End Time: "17:00"
When outside business hours, the Fallback Message plays instead.

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Fallback Message

Message when transfer isn’t available: 
Fallback Message: |
  I'm sorry, our support team is currently unavailable.
  They're available Monday through Friday, 9 AM to 5 PM Eastern.
  Would you like to leave a message, or shall I help with something else?

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Hold Messages

Periodic messages while caller waits for transfer: 
Hold Messages:
  - "Thank you for your patience. A representative will be with you shortly."
  - "We appreciate you waiting. Your call is important to us."
  - "A specialist will be with you in just a moment."

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Advanced Settings

SettingDescription
Briefing TimeoutSeconds to wait for briefing (default: 30)
Supervisor GreetingWhat human agent says when connected
EnabledToggle transfer capability
ConditionOptional trigger condition

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Example Configurations

Transfer Number: +1-555-SUPPORT
Name: "Customer Support"
Department: support

Transfer Message: |
  I'm transferring you to our customer support team now.
  They'll be able to help you further. Please hold.

Briefing Template: |
  Incoming transfer from AI assistant.
  Customer: {{customer_name}}
  Reason: {{transfer_reason}}
  Summary of conversation: {{conversation_summary}}

Time Restrictions:
  Timezone: America/New_York
  Days: [Mon, Tue, Wed, Thu, Fri]
  Hours: 09:00 - 17:00

Fallback Message: |
  Our support team is currently closed.
  Business hours are Monday to Friday, 9 AM to 5 PM Eastern.
  Please call back during business hours, or leave a message
  and we'll return your call.

Hold Messages:
  - "Your call is being connected. Thank you for waiting."
  - "A support specialist will be with you shortly."

Transfer Number: +1-555-VIP-LINE
Name: "VIP Support"
Department: vip

Transfer Message: |
  As a valued customer, I'm connecting you directly
  to our priority support line.

Briefing Template: |
  VIP CUSTOMER TRANSFER
  Account: {{account_number}}
  Customer: {{customer_name}}
  Account Type: Premium
  Issue: {{issue_description}}

  Note: This is a priority account. Handle with care.

Briefing Timeout: 45

Transfer Number: +1-555-SALES
Name: "Sales Team"
Department: sales

Transfer Message: |
  Great! Let me connect you with our sales team
  who can help you get started.

Briefing Template: |
  Sales Lead Transfer
  Name: {{lead_name}}
  Company: {{company_name}}
  Interest: {{product_interest}}
  Budget Range: {{budget}}

  Lead Score: Hot - ready to purchase

Time Restrictions:
  Timezone: America/Los_Angeles
  Days: [Mon, Tue, Wed, Thu, Fri]
  Hours: 08:00 - 18:00

Fallback Message: |
  Our sales team is currently unavailable.
  Would you like me to schedule a callback for tomorrow?

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Flow Patterns

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Simple Transfer

┌─────────────────┐
│  Conversation   │
└────────┬────────┘
         │ "wants human"
         ▼
┌─────────────────┐
│ Human Transfer  │
└─────────────────┘

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Transfer with Data Collection

┌─────────────────┐
│  Conversation   │
└────────┬────────┘
         │ "needs help"
         ▼
┌─────────────────┐
│ Data Extraction │
│ - name, issue   │
└────────┬────────┘
         │ all_extracted
         ▼
┌─────────────────┐
│ Human Transfer  │
│ (with context)  │
└─────────────────┘

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Conditional Transfer

┌─────────────────┐
│  Conversation   │
└────────┬────────┘
         │
    ┌────┴────┐
    │ If/Else │
    └────┬────┘
    ┌────┴────┬────────────┐
    │         │            │
    ▼         ▼            ▼
[Support] [Sales]    [Billing]
Transfer  Transfer    Transfer

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Best Practices

Brief Thoroughly

Include all relevant context in the briefing. Human agents shouldn’t have to ask questions the AI already answered.

Set Business Hours

Always configure time restrictions. Transfers to closed lines frustrate callers.

Prepare Fallbacks

Have a clear path when transfer isn’t available: voicemail, callback scheduling, or continued AI assistance.

Keep Hold Messages Fresh

Rotate hold messages to reduce perceived wait time.

Data Extraction

Collect info before transfer

If/Else

Route to different transfer destinations

End Call

When transfer isn’t the right option