Features · Agent Handoff

Structured handoffs, not dropped calls

SvaraCall packages everything the AI learned — intent, entities, transcript, and next steps — into a handoff record your team accepts with one click.

See handoff recordsAll features
  • CRM tasks
  • Context bundle
  • Accept/decline
  • SLA tracking

Full

Context bundle on every handoff

1-click

Accept handoff in dashboard or CRM

SLA

Track time-to-accept per queue

Async

Handoff to humans minutes after AI ends

Problem

AI escalations lose context in the handoff gap

Even when calls transfer, CRM tasks are empty. Reps start from zero. Async callbacks — common in Indian B2B sales — forget what the AI already confirmed.

Today

How handoffs fail today

  1. 1AI ends the call with a vague note like 'customer wants callback'.
  2. 2CRM tasks lack phone number, intent, and transcript link.
  3. 3Managers cannot measure how long reps take to accept escalations.
  4. 4Different teams use different note formats — no standard bundle.

With SvaraCall

How SvaraCall agent handoff works

  1. 1AI compiles a handoff packet — intent, entities, transcript, recording.
  2. 2Task creates in SvaraCall dashboard and syncs to connected CRM.
  3. 3Assigned rep accepts or declines; declined tasks reroute by rules.
  4. 4Outcome after human touch closes the loop in analytics.

Why structured handoff matters

  • CRM-native tasks

    Salesforce and HubSpot tasks arrive pre-filled — no copy-paste.

  • Async callbacks

    Reps call back hours later with full AI context still attached.

  • Manager visibility

    SLA dashboards show accept time and resolution by queue.

  • Closed-loop analytics

    Track AI-to-human conversion separately from pure AI containment.

Agent handoff ROI

Faster rep prep time vs blank escalations
45%

Faster rep prep time vs blank escalations

Higher callback connect rate with context SMS
28%

Higher callback connect rate with context SMS

Handoffs linked to source call ID
100%

Handoffs linked to source call ID

More manager oversight without listening to all calls
3×

More manager oversight without listening to all calls

Set up agent handoff

  1. Step 1

    Define handoff triggers

    Intent-based, sentiment-based, or explicit customer request.

  2. Step 2

    Map CRM owners

    Route tasks by territory, product line, or language.

  3. Step 3

    Configure accept SLAs

    Alert managers when handoffs sit unaccepted beyond threshold.

  4. Step 4

    Close the loop

    Require disposition after human touch for accurate funnel metrics.

Related capabilities

Agent handoff FAQs

What's the difference between live transfer and agent handoff?
Live transfer bridges the caller to a human in real time. Agent handoff creates a structured task — useful for async callbacks or when queues are busy.
Can handoffs sync to Salesforce and HubSpot?
Yes. Tasks, contacts, and custom fields populate via native integrations.
What happens if a rep declines a handoff?
Reroute rules send the task to backup queues or notify a team lead.
Is the full transcript attached?
Every handoff includes transcript, recording link, and AI-generated summary.

Escalate with context on every handoff

Connect your CRM and book a pilot — watch handoff tasks land pre-filled on a live campaign.

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