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Description

Use Warm Handoff to Human Agent when the assistant should transfer the caller to a person and brief that person privately before merging the calls. Good fits:
  • Transfer qualified callers to sales, support, claims, or bookings teams
  • Escalate calls that need a human decision
  • Connect callers to a known phone number while preserving context from the conversation

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What Happens

  1. The tool dials the human agent.
  2. It checks for voicemail. If voicemail is detected, the handoff fails.
  3. It privately speaks a short summary to the human (the caller does not hear this).
  4. It merges the caller and the human together.
  5. The assistant speaks the Warm Merge Message so both parties know the handoff has happened.
If the handoff fails, the assistant can speak a Failure Message and continue the flow.

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Manual Inputs

NameData TypeRequiredDescription
Agent NamestringYesName or label of the person/team being connected
Phone NumberstringYesNumber to dial, in E.164 format
Warm Merge MessagestringYesSpoken after the caller and human are connected (both hear it)
Failure MessagestringNoSpoken if the handoff cannot be completed
Hold MusicstringNoAudio the caller hears while dialing
Failure Override – Return to Last StepboolNoSend the caller back to the previous step after failure
Calendar SettingstringNoOnly allow the handoff during configured business hours
Handoff Initiated MessagestringNoSpoken to the caller before dialing starts
Wait For UserboolNoWait for the human to speak before the private summary
Wait For User MessagestringNoTarget phrase from the human before the summary is spoken
Summary InputsstringNoExtra context/instructions for the private summary
Handoff Timeout SecondsnumberNoHow long to wait for the human to speak

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Agent Name

The name or label of the person or team being connected — Sarah, Claims Team, Property Manager, Support. Used in logs, transcript labels, and fallback handoff text. Use a name the caller would understand.

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Phone Number

The number to dial. Use E.164 format where possible: 
+61412345678
Do not use spaces, local-only numbers, or display labels unless the telephony provider explicitly supports them.

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Warm Merge Message

Spoken after the caller and human are connected. Both parties hear this, so keep it short and do not include the private summary here.
  • Thanks for waiting. I've got Sarah on the line now.
  • I've connected you with our claims team. They can help from here.

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Failure Message

Spoken if the handoff cannot be completed and the caller is still on the line. Make it a useful recovery line, and avoid saying the call is ending unless the flow will actually end.
  • I wasn't able to connect you just now, so I'll keep helping here.
  • The team is not available at the moment, but I can continue taking the details.

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Hold Music

The audio the caller hears while the tool dials and prepares the handoff. Available options:
  • handoff-jazz-lounge-1
  • handoff-jazz-lounge-2
  • handoff-jingle-1
  • handoff-rhythm-1
  • handoff-rhythm-2
  • handoff-slow-latin
  • office-ambience
Use calmer music for longer expected waits, lighter sounds when handoffs are usually quick.

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Failure Override – Return to Last Step

Controls recovery behavior after a failed handoff. Use false when the flow can continue from the current step. Use true when the caller should be sent back to the previous step or a retry path. This does not make the handoff more likely to succeed.

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Calendar Setting

Optional availability guard. When set, the handoff only happens during the configured window — outside it, the tool skips dialing and speaks an out-of-hours style failure message. Leave blank when the number can be dialed any time.

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Handoff Initiated Message

Optional message spoken to the caller (only) before dialing starts, to set expectations before hold music begins. Keep it short and avoid promising success.
  • One moment, I'll try connecting you now.
  • Sure, I'll see if someone is available.

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Wait For User

Controls whether the assistant waits for the human side to speak before giving the private summary.
  • false — normal handoffs; the assistant proceeds after the voicemail check.
  • true — wait for the human to answer or say something first. Useful for shared lines, reception queues, or team phones where you want to confirm someone is present.

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Wait For User Message

Optional target phrase for the human side, used with Wait For User. The match is semantic, so minor wording differences still pass. Leave blank if any human speech should trigger the summary.
  • Hello, this is support.
  • Claims team speaking.

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Summary Inputs

Extra instructions or context for the private summary spoken to the human before merge. Use it to tell the summary what details matter. Do not put caller-facing text here — this summary is for the human agent.
  • Include the customer's name, reason for calling, and requested appointment time.
  • Include policy number: {data_contact.policy_number}
Simple placeholders in braces can be resolved before the summary is generated.

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Handoff Timeout Seconds

Optional timeout for waiting on the human side to speak before the private summary. Used mainly with Wait For User.
ValueUse
5Fast handoff, direct lines
10Balanced default for most live-answer checks
20Slower queues or teams that take longer to greet
Leave blank to use the tool’s default behavior.

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Manual Outputs

NameData TypeDescription
resultbooltrue if the handoff completed and the call was transferred

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Conditions

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Success (true)

The handoff completed and the call was transferred to the human.

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Failure (false)

The handoff was skipped or failed — outside configured hours, voicemail detected, no answer, request failure, timeout, or telephony error.

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Example Usage

Simple sales handoff: 
Agent Name: Sales Team
Phone Number: +61412345678
Warm Merge Message: Thanks for waiting. I've connected you with our sales team now.
Failure Message: I wasn't able to connect you just now, so I'll keep helping here.
Hold Music: handoff-jazz-lounge-1
Support handoff that waits for a greeting: 
Agent Name: Support
Phone Number: +61412345678
Warm Merge Message: You're now connected with support. They'll help from here.
Wait For User: true
Wait For User Message: Hello, this is support.
Handoff Timeout Seconds: 10
Summary Inputs: Include the caller's name, issue, and any troubleshooting already attempted.
Business-hours handoff: 
Agent Name: Reception
Phone Number: +61412345678
Warm Merge Message: I've connected you with reception now.
Calendar Setting: configured office hours
Failure Message: Reception is unavailable right now, but I can keep helping.
Failure Override - Return to Last Step: true

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Common Issues

  • The handoff never starts — check Calendar Setting, required inputs, and the phone number format.
  • Returns false after dialing — the human may not have answered, voicemail may have been detected, or telephony returned an error.
  • Callers wait too long — reduce Handoff Timeout Seconds or turn off Wait For User.
  • The human hears too little context — improve Summary Inputs.
  • The caller hears information meant only for the human — move it out of Warm Merge Message and into Summary Inputs.

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Best Practices

  1. Keep caller-facing messages short
  2. Use Wait For User only when it solves a real routing problem
  3. Use Summary Inputs to highlight details a human must know immediately
  4. Configure business hours when dialing a human outside hours would create a bad experience
  5. Test each destination end to end — including voicemail, no-answer, and after-hours behavior

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Next Steps