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Joanne Ang
Business Problem
Voice AI Agent can transfer calls to a human agent or team, but it cannot check the intended agent’s availability or apply a configured fallback when nobody can answer. If the transfer fails and returns to Voice AI Agent, the caller may need to repeat the information because the earlier conversation context is not retained.
Desired Outcome
Enable Voice AI Agent to check human agent availability and follow configured fallback behavior during a handoff. Voice AI Agent should be able to:
  • Check whether the intended agent is online and available for a call before attempting the transfer
  • Retain the complete conversation context if the transfer fails and the call returns to Voice AI Agent
  • Support configurable fallback actions when the intended agent is unavailable or does not answer, such as: route to the assigned agent's team (or all online agents), inform the caller if no human agent is available, or continue assisting with other queries.
Use Cases
  • Priority customer support: A VIP or urgent support caller needs human assistance. Voice AI Agent finds an available agent instead of attempting a transfer that is likely to fail.
  • After-hours enquiry: A caller requests a human outside operating hours. Voice AI Agent explains that no agents are available and continues helping with queries it can handle.
  • Failed transfer recovery: A human agent does not answer and the call returns to Voice AI Agent. It retains the earlier context and offers an alternative next step without requiring the caller to repeat themselves.
Current workaround:
No workaround