Warm transfer: what it is and how an AI voice agent handles it
A warm transfer is passing a live call to a person on your team after briefing them on who is calling and why. An AI voice agent collects the case details and leaves a summary, so nobody has to ask the caller the same questions twice.
What a warm transfer is
It is a handoff with context. The agent introduces the case to the person who will take the call and connects them once they have what they need. It differs from a cold transfer, where the call is sent to another number without notice and the receiver starts from zero.
How an AI voice agent handles it
1. Identifies the caller's intent in natural language.
2. Collects the details you define: name, reason, urgency and contact information.
3. Checks the handoff rule in your flow, for example complaint, urgent request or existing customer.
4. Summarizes the case and gives it to the person before connecting the call.
In InfiVoice you define those rules in the visual flow builder, and the agent answers with your information through a knowledge base (RAG) while it waits for the right person.
Warm transfer vs. cold transfer
- Cold transfer: the call jumps to another number and the caller repeats the issue.
- Warm transfer: the person receives the summary and picks up the conversation.
Signs your team needs warm transfers
- Callers have to explain their problem two or three times.
- Urgent calls get lost between voicemail and the front desk.
- Whoever answers has no context before they pick up.
To see how this fits a real business, read how AI voice agents work or the voice agent page for clinics.
How to get started with InfiVoice
Create an agent, load your business information, define when a call should be handed off and assign a local number. Features are listed on features and integrations on integrations.
Pricing
The Free plan includes 100 credits. The Pro plan costs $79 per month with 250 credits. One credit equals 60 seconds of call time.
Frequently asked questions
Does a warm transfer always need a person on the other end?
No. If the agent resolves the call on its own, such as booking an appointment or answering a question, there is no handoff. A warm transfer is used only when your flow requires it.
What happens if nobody answers the handoff?
It depends on the flow you design. You can leave a message, schedule a callback or book an appointment.
How much does it cost to try it?
The Free plan includes 100 credits, which equals 100 minutes of call time.