Overview

This guide will walk you through the process of setting up live call transfers for your AI Voice Agents in Copilot, allowing callers to be connected with specific team members or representatives when needed.

Video Walkthrough

What Are Voice Agent Live Call Transfers?

Live call transfers allow your AI Voice Agent to transfer callers to a real person based on certain conditions or requests. This creates a seamless experience for callers who need to speak with a specific person or who prefer to talk with a human representative.

Step-by-Step Setup Instructions

Accessing the Call Transfer Settings

1. Log in to your Copilot account
2. Click on Settings in the navigation menu
3. Scroll down and select Voice Agents
4. Choose the specific voice agent you want to configure for call transfers

Note: Each voice agent needs to be configured individually

Creating a Transfer for a Specific Person

1. In the voice agent settings, locate the Call Transfers section
2. Click on Add New Transfer
3. Enter the following information:
   • Name: Enter the name of the person (e.g., "Michael")
   • Phone Number: Enter the direct phone number where calls should be transferred
   • Instructions: Provide detailed instructions for when this transfer should be used Example: "If someone asks to speak to Michael Smith, Mike Smith, or Michael, transfer them to this number."
4. Click the checkmark or "Save" button to add this transfer option

Creating a Transfer for General Human Assistance

1. Still in the Call Transfers section, click Add New Transfer again
2. Enter the following information:
   • Name: Enter "Agent" or "Representative"
   • Phone Number: Enter the phone number that connects to your general customer service line
   • Instructions: Provide comprehensive trigger words and conditions Example: "If someone asks to speak to a person, representative, agent, live, human, or says 'human' or anything similar indicating they want to speak with a real person, please transfer them to this number."
3. Save this transfer option

Enhancing Call Transfers with Playbook Tasks

To make your transfers more conversational and seamless, you can add internal information tasks to your playbook:

1. Navigate to Settings > Playbooks
2. Select the playbook used by your voice agent
3. Click Add New Task
4. Configure the task:
   
   • Name: Enter ""Internal Information - Call Transfer" or a more specific name like "Michael Transfer"
   • Description: Enter conversational handling instructions Example: "If someone asks to speak to Michael, let them know Michael is a great guy, and you can definitely transfer them. Confirm this is what they want. Once they respond, forward the call to the live transfer set up for Michael."
5. Save the new task

This additional step ensures your voice agent responds in a more natural, conversational way before initiating the transfer.

Best Practices for Voice Agent Call Transfers

Ensure Proper Call Routing

• Forward to non-voice agent numbers: Always transfer calls to phone numbers that are not associated with the voice agent to prevent callers from getting stuck in a loop
• Verify transfer destinations: Make sure the forwarding numbers connect to either a live person or a voicemail box where callers can leave a message

Create Natural Conversation Flows

• Add confirmation prompts: Have your voice agent confirm the transfer request before connecting
• Include personalized responses: Create specific internal information tasks for each transfer option to make conversations more natural
• Test the transfer experience: Call your system regularly to ensure transfers work properly and sound natural

Optimize Transfer Triggers

• Include multiple name variations: For person-specific transfers, include nicknames, full names, and common misspellings
• Use comprehensive trigger phrases: For general human transfers, include a wide range of potential requests ("human," "real person," "agent," etc.)
• Consider special circumstances: Create transfers for urgent situations or specific departments

Monitor and Refine

• Review call recordings: Regularly listen to calls where transfers were requested to identify improvement opportunities
• Track transfer frequency: Monitor how often transfers are being used and adjust your voice agent's capabilities if needed
• Gather feedback: Ask team members who receive transferred calls about the quality of the handoff

Troubleshooting Common Issues

• Transfers not triggering: Check your trigger phrases and ensure they're comprehensive enough
• Calls being transferred incorrectly: Make sure the correct phone number is entered
• Poor handoff experience: Add more context in your internal information tasks to improve the transition
• Loops occurring: Verify that transfer numbers are not routing back to the voice agent

By following these steps and best practices, you can create effective live call transfers that enhance your customer experience and ensure callers can always reach the right person when needed.

Need Help? If you need assistance with playbooks or other Copilot features, contact our support team at help@supermove.com, or reach out to your Customer Success Manager.