Telvanta
CALL TRANSFERS & ESCALATIONS

Smart handoffs.
Better resolutions.

AI agents handle what they can, and seamlessly transfer complex calls to the right human at the right time with full context.

  • AI decides when and how to transfer
  • Warm transfers with full conversation context
  • Route to the right agent or department
  • Escalate by rules, priority or sentiment
  • Complete visibility and control
An AI-handled call being transferred to the billing team, carrying its reason and sentiment across to the human agent.

Seamless transfers across all your communication channels

Voice CallWhatsAppSMSLive ChatMessengerInstagramMore
HOW IT WORKS

From AI to Human.Without the repeat.

Our AI ensures every caller reaches the right person with the right context.

Learn more about AI Voice Agent

1. AI Handles the Call

AI agent understands, answers and tries to resolve.

2. Intelligent Decision

AI evaluates intent, sentiment and complexity.

3. Smart Transfer

Call is routed with context to the right agent or department.

4. Human Takes Over

Agent gets full context and continues the conversation.

5. Issue Resolved

Customer issue is resolved and feedback is captured.

An AI agent card handing an order-status call to a phone that is already dialling the billing team.

TRANSFER THAT FEELS HUMAN

Every transfer is a warm introduction, not a cold handoff.

  • Pass complete conversation history
  • Share caller intent, notes and sentiment
  • Notify the agent before the call connects
  • Reduce repeat questions and call drops

Agent View

Ramesh K.Available
Incoming TransferAI Agent
ReasonRefund Request
SentimentNegative
Customer+977 98*******
Accept Call

POWERFUL ESCALATION CAPABILITIES

Escalate the right way, every time.

Rule-based Escalation

Escalate by intent, keywords, sentiment, timeframe or custom rules.

Priority Routing

Route high-priority calls to the best available agent or specialized team.

Department Routing

Transfer to the right department like Sales, Billing, Technical Support and more.

Skill-based Matching

Connect callers with agents who have the right skills and experience.

Business Hours Aware

Escalate based on business hours, time zones and availability.

Escalation Analytics

Track escalation reasons, volumes and resolution performance.

Transfer and escalation dashboard: total transfers, warm transfers, escalated calls and success rate over a transfers-over-time chart and a by-department breakdown.

Complete visibility.Total control.

Monitor live transfers, track performance and identify improvement opportunities.

  • Live transfer monitoring
  • Transfer logs & recordings
  • Escalation reasons & outcomes
  • Agent performance insights
Explore Dashboard

Loved by support teams and customers

Escalations are now intelligent and seamless. Our customers never feel transferred.

Sujata P.Head of Customer Experience

Context-rich transfers have reduced repeat questions and improved first call resolution.

Rabin T.Head of Support

AI handles the easy ones, and our agents focus on what really matters.

Anita M.Operations Manager

Escalation rules and routing are a game changer for our team efficiency.

Nabin K.Co-founder

Smarter transfers.Happier customers.

Empower your team with intelligent call transfers and escalations using Telvanta.ai