Set up hand-over and desks
Decide when the AI passes a call to a person, who gets it, and what happens when nobody is free.
Before you start
- A plan with hand-over to your staff: Professional and Enterprise. On other plans an agent can hand over to one number.
- The people who will take calls, each with a mobile they can verify.
Invite the people and let them take calls
In Team Members, press Invite member and pick a role. In a person's panel, switch on Takes handed-over calls, and give them a floor seat. Your plan caps staff on the call floor. Save changes applies the next time that person loads the app.
Where:Team Members
Make a desk
Open the Desks tab and press New desk. Set its name, language, hours and who sits on it. Routing is Longest free first, In turn or Ring everyone. A desk rings only its members who are Available in the Workspace. Making a desk changes no call by itself.
Where:Team Members
Add a hand-over list to the agent
Open the agent's Setup and go to Hand-over to a person. Add steps in order: A teammate, A phone number, A free telecaller or A desk. On a team, the list on the team is used by every member instead of each one's own number.
Where:Agent StudioAgent Teams
Choose when it hands over
Tick the moments that apply: they ask for a person, they are upset or complaining, they need something the agent cannot do, or they are qualified and ready. You can add a rule of your own in plain words.
Where:Agent Studio
Choose what your person hears
Pick Introduce the caller or Just connect. Brief them privately first gives your person a short summary before they join, so the customer does not have to repeat themselves. You can also text them a call card.
Where:Agent Studio
Decide what happens if nobody is free
With a queue, the caller waits with hold music and hears their place in line, and the first person free takes whoever has waited longest. Past the limit, the next step on your list runs. The limits for ring time and queue time are shown under Timings in the Hand-over settings.
Where:Hand-overAgent Studio
Set the defaults, then try it
The Hand-over settings hold default timings and on-hold wording. An agent or team that sets its own keeps it. Then have a colleague go Available in the Workspace, make a test call from the Live Call Console, and ask for a person.
Costs and what to watch
- A person's minutes on a handed-over call are charged at the staff rate, from ₹1.5 a minute, and the AI's minutes at the voice rate. A call put through to a mobile can be charged per minute while they are on it.
- Every hand-over rings a real person's phone or Workspace.
- An agent with no hand-over list cannot pass an emergency to a person: it tells the caller to ring 112.
Read next
Start the Telecaller Workspace
Give your staff one screen to dial customers, take hand-overs from the AI and save outcomes.
Read more →Get ready to go live
A last check before real customers hear your agent: words, hours, opt-outs, recording, money and who is watching.
Read more →Build your first agent
Create one agent for one job, give it what it needs to know, hear it yourself, and then let real callers reach it.
Read more →