Agentic warm transfers wait through hold queues

In an Agentic Warm Transfer, a screening agent calls the destination first, talks with whoever answers and decides whether to connect your caller. Before, a hold queue or hold music could look like a voicemail, and a person who picked up without speaking could be missed. Now the screening agent waits for a real person, so more transfers go through.

What changed

• When the destination line stays quiet, the screening agent says hello, so someone who answered in silence is not lost.
• It waits through hold-queue messages, hold music and automated surveys instead of taking them for a voicemail, and stays on the line until a person answers or the wait time runs out.
• It still cancels the transfer when it reaches a voicemail, or a recording saying nobody is available, the office is closed or to call back later.
• The wait for a decision can now go up to 300 seconds, and new transfers start at 180.

Set the wait time

1. Open your voice agent, go to Settings and open Agent Actions.
2. Open the Transfer Call action, or add one, and choose Agentic Warm Transfer under Type.
3. Set Wait time for agent answer, from 10 to 300 seconds. It counts from the moment the destination answers.
4. In Action on Timeout, choose what happens when that time runs out: Cancel Transfer, or Bridge Transfer to connect the caller anyway.

Good to know

• If the destination often keeps callers on hold for a long time, raise Wait time for agent answer so the screening agent does not give up first.
• When a transfer isn't connected, your agent stays on the call and keeps helping the caller.