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Routing

Move the Right Calls to the Right Person

Not every call should be handled by an AI agent. VoxLink can recognise when a conversation needs a person and move it across using the routing and fallback rules you configure.

Keep automation moving fast while making sure the calls that need a person actually reach one.

Set Up My AI AgentSee How Call Transfer Works
Transfer sequenceLive call
  1. 1

    AI Active

    Agent handling the conversation

  2. 2

    Transfer Requested

    Configured condition matched

  3. 3

    Human Connected

    Routed to your configured destination

Fallback runs when the destination is unavailable - message, callback request or an alternate destination.

Call state moving from AI Active to Transfer Requested to Human Connected.

Why it matters

Escalation Is Where Most Automation Falls Over

  • Callers get stuck with an automated system that has no way out.

  • Transfers happen without context, so the customer repeats everything.

  • Nobody picks up, and the caller is dropped instead of handled.

  • Different call types need to reach different people at different times.

Capabilities

Transfer Behaviour You Configure

01
Rule-Based Routing
Define which intents, keywords or conditions send a call to a person.
02
Destination Control
Route to the numbers or teams you configure, by call type or time of day.
03
Fallback Behaviour
Decide what happens when the destination is unavailable - message, callback request or alternate destination.
04
Context Carried Over
Captured details and the call record follow the conversation so your team is not starting cold.

How it works

AI Active → Transfer Requested → Human Connected

  1. 1

    The agent handles the conversation and captures the details you require.

  2. 2

    A configured condition identifies that a person should take over.

  3. 3

    The agent tells the caller what is happening and requests the transfer.

  4. 4

    The call is routed to the destination you configured for that condition.

  5. 5

    If the destination is unavailable, your configured fallback runs instead.

Example workflow

Call Transfer in a Real Conversation

Input

A caller asks a clinical question the agent is not configured to answer.

Call Transfer action

The agent recognises the configured condition, tells the caller a transfer is happening, and routes the call to the destination set for that scenario.

Business outcome

The caller reaches a person with the captured context already attached, instead of being stuck in automation.

Where it fits

Where It Fits

Clinical or advice questions

Anything outside administrative scope goes straight to your team.

High-value enquiries

Route qualified opportunities to the person best placed to close them.

Complaints and exceptions

Move sensitive conversations to a person early.

What Transfer Does Not Promise

  • Transfer behaviour is limited to the routing and fallback options supported in your configuration.
  • Availability of the destination depends on your own phones, teams and hours.
  • VoxLink is not an emergency service. Configure your greeting and escalation accordingly.

Keep exploring

FAQ

Call Transfer Questions

Set up Call Transfer for your business

Configure the agent, test how it behaves on real conversations, then decide when to enable it for customers.

Set Up My AI AgentSee How Call Transfer Works
Set Up My AI AgentSee How Call Transfer Works