AI Calling - Human Transfers

Warm Transfers

Passes the conversation summary before handoff to the agent.

Availability Based Routing

Route to the best agent based on availability.

Real-Time CRM Update

Once the call is transferred, the agent can see the conversation summary, transcript, and disposition in the CRM.

How It Works

Human transfer with context panel for agents.

From AI to Agent, Smoothly

Trigger Transfer

Escalate on keywords, confidence, or customer request.

Route Intelligently

Pick the best available agent based on skills.

Share Context

Pass summary, transcript, and disposition instantly.

Smart Escalation Rules

Keyword Detection

Transfer when customers mention specific terms like "manager" or "complaint".

Confidence Thresholds

Escalate when AI confidence drops below set levels.

Customer Request

Transfer immediately when customers ask to speak with a human.

Smart escalation rules and transfer conditions for seamless handoffs.

Intelligent agent routing and queue management system.

Intelligent Agent Selection

Skill-Based Routing

Match callers with agents based on expertise and availability.

Queue Management

Distribute calls evenly across available agents and departments.

Priority Handling

Route VIP customers and urgent issues to senior agents.

Seamless Context Handoff

Conversation Summary

Provide agents with complete call context and customer intent.

Customer Data

Transfer customer profile, history, and previous interactions.

Call Recording

Provide agents with full call recording and transcript access.

Seamless context transfer and handoff to human agents.

Pronnel's solves multiple problems.

Blend AI efficiency with human empathy when it matters most.

Outbound & Inbound Calls

Automate volume and escalate edge cases instantly.

Accurate Transcription

Give agents context with transcripts and summaries.

Multi-Language Support

Transfer to agents fluent in the caller’s language.

1000+ Voice Options

Use empathetic tones before and during transfers.

SIP & Twilio Integration

Route calls reliably to the right queues.

Pronnel Integration

Attach transfer outcomes to CRM items automatically.

FAQs: We have answers to your Questions

When does the AI hand off to a human?

Handoffs are triggered by low confidence, specific keywords, or customer request. You control the rules.

Is it a warm transfer?

Yes. The AI introduces the agent, passes a short summary, and stays silent while the agent continues.

Can I route to the right agent?

Yes. Use skills-based routing and availability to connect to the best agent.

What context does the agent see?

Agents receive the transcript, notes, and disposition so they don’t repeat questions.

What Our Clients Say

Ross

Sales & Marketing Manager in United Arab Emirates

A positive experience. Very feature rich. Very adaptable and configurable. You won't feel "nickle-and-dimed" from the product as pretty much everything is included.

Anirban

Director/ Partner in United Arab Emirates

This application can do anything and everything based on your requirements, any modifications can be done based on your requirements.

Serah

Executive Assistant in India

Ease of use and efficiency with which I could see which all tasks have been done and what is yet to do

Seamless Agent Handoffs

Warm Transfers

Availability Based Routing

Real-Time CRM Update

Reduce repeat questions and improve CSAT with informed handoffs.

How It Works

From AI to Agent, Smoothly

Trigger Transfer

Route Intelligently

Share Context

Smart Escalation Rules

Keyword Detection

Confidence Thresholds

Customer Request

Intelligent Agent Selection

Skill-Based Routing

Queue Management

Priority Handling

Seamless Context Handoff

Conversation Summary

Customer Data

Call Recording

AI + Human, better together.

Great with.

Outbound & Inbound

Accurate Transcription

Integration

Pronnel's solves multiple problems.

Blend AI efficiency with human empathy when it matters most.

Outbound & Inbound Calls

Accurate Transcription

Multi-Language Support

1000+ Voice Options

SIP & Twilio Integration

Pronnel Integration

FAQs: We have answers to your Questions

When does the AI hand off to a human?

Is it a warm transfer?

Can I route to the right agent?

What context does the agent see?

What Our Clients Say

Ross

Anirban

Serah

Pronnel's keeps you on track

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