In short: A caller can reach a human at any point, and the human arrives with the context rather than asking the caller to start again.
Definitions
- Warm handover
- A transfer where the person receiving the call is briefed on the conversation before they speak.
- Queue
- A destination where the next available person picks up the transferred call.
What it does
- Ask for a person, press a key, or simply sound like you want one. All three route the call.
- The person receiving it is briefed on what the caller wanted before they speak.
- Transfer to a desk, a mobile, or a queue.
- Calls that end in a handover are marked as such, so you can see what your agents are handing over and why.
Related questions
How does handover to a person work?
A caller can reach a person at any point on a CallWhiz AI call by asking for one, pressing a key, or simply sounding like they want one. The person receiving the transfer is briefed on what the caller wanted before they speak, transfers can go to a desk, a mobile or a queue, and calls that end in a handover are marked as such.
What happens when it cannot answer?
It says so and hands to a person, with the context. It is built to admit a gap rather than invent an answer.