On a voice call, your AI can hand the caller to a person. What happens next depends on whether human handoff is on and whether you set a forwarding number.
When the AI hands off
The AI escalates when the caller clearly asks for a human, or accepts an offer to be connected. Handoff must be turned on first; if it is off, the AI politely explains it can only help on the call itself.
The AI never tells the caller they are being transferred until the handoff is actually confirmed.
Two ways a handoff can go
If you set a Forward calls to number, a phone caller is transferred straight to that number and the AI call ends.
If no forwarding number is set, the AI says it is connecting them, goes quiet, plays a ringing tone, and rings your team. A teammate can pick the call up from the inbox and take over live.
If no one answers in time
The call rings your team for the ring timeout you set on the Hand Off page (30 seconds by default). If nobody joins in time, the AI comes back, apologises, and ends the call. The conversation is then marked as a missed call in the inbox so you can follow up.
Frequently asked questions
How long does it ring?
For the ring timeout on the Hand Off page, between 10 and 120 seconds, 30 by default.
Where do I pick up the call?
In the inbox: the conversation shows an Incoming voice call banner with an Answer button.
Nothing rang my team.
Either handoff is off, or a forwarding number is set, which transfers the caller to that number instead of the inbox.