Telephony
Warm transfer
Also called: attended transfer · call handoff
A warm transfer is handing a live call from an AI agent (or one person) to a human while passing along context — the caller's identity, intent, and what's happened so far — so the caller doesn't start over.
It contrasts with a cold transfer, which dumps the caller onto a new line with no context. Warm transfer is a key trust feature for AI voice agents: the agent handles what it can and hands off gracefully, with a summary, when a human is needed.
Related terms
Call routingDirecting an incoming call to the right destination — person, team, or queue — based on rules, caller input, or what the AI agent understands.Inbound callingCalls that come in to a business. For AI voice agents, inbound means answering, understanding and resolving calls customers place to you.Call summarizationAutomatically generating a concise summary of a phone call — key points, outcome, next steps — from the transcript, so nothing is logged by hand.
See Warm transfer in a real call.
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