If a caller is routed from one AI Voice Agent to another during the same call, using a transfer branch, the second agent doesn't start from zero. The first agent passes along what the caller already said, so the second agent can pick up the conversation instead of asking the caller to repeat themselves.

This happens automatically wherever a transfer branch leads to a second AI Voice Agent. There's nothing to set up beyond configuring the transfer branch itself. For information on how to set up transfer batches, please see Configuring your AI Voice Agents.

How it works

When a transfer branch routes a caller from one AI Voice Agent to another:

  1. The first agent saves a summary of the conversation just before the transfer, including anything it collected from the caller and the reason for the transfer.
  2. The second agent reads that summary the moment it picks up the call.
  3. Instead of its usual greeting, the second agent opens by acknowledging what the caller already said.
  4. The second agent continues the conversation without asking the caller to repeat anything already covered.

For example, instead of:

"Thank you for calling. I'm your virtual assistant, how can I help you today?"

The caller hears something closer to:

"I see you were asking about card grading, is that correct?"

The call itself doesn't drop during the handoff, only the connection to the AI Voice Agent reconnects. What the caller hears in between, silence, hold music, or a short message, depends on what's placed in the Smartflow branch between the two AI Voice Agent widgets. Add an audio message widget there if you'd like to let the caller know they're being connected to a specialist.

Note: If context can't be passed along for any reason, the call still goes through. The second agent simply starts the conversation as usual, without a tailored opener.

What this doesn't do

  • It doesn't carry over between separate calls. If the same caller phones back tomorrow, both agents start fresh. This is tied to a single call, not a memory of the caller.
  • It doesn't apply to transfers to a human agent. A transfer to a human agent already shares some basic information, like the reason for the transfer, but not the full conversation. This feature is specific to transfers between two AI Voice Agents.
  • It's not the same as AI Actions. AI Actions let an agent look up or update information in another system, like an order status or a support ticket, during a call. This feature only carries conversation context between your own agents, it doesn't look anything up.

FAQs

Do I need to configure anything for this to work?

No. It works automatically whenever a transfer branch routes a caller from one AI Voice Agent to another.

Does this remember information between separate calls?

No. Context is tied to a single call. If the same person calls again later, both agents start with no memory of the previous call.

Does this work if a call passes through more than two agents?

Yes. Context carries through each additional transfer within the same call.

Does the human agent get this context too, if the call is eventually transferred to a person?

Not the full conversation. A transfer to a human agent shares basic details like the reason for the transfer, but not the conversation itself.

Is this related to AI Actions?

No. AI Actions perform live lookups or updates in another system during a call. This feature only passes conversation context between AI Voice Agents on the same call.

Does this work if the agent is assigned to multiple phone numbers?

No. Transfer branches, and this handoff behavior with them, require the agent to be assigned to a single number.