Features · Live Transfer

Warm transfer to humans without losing context

When the AI hits a complex question, SvaraCall bridges your agent with a whisper summary — so customers never repeat themselves.

Test a live transferAll features
  • Warm transfer
  • Whisper summary
  • CRM context
  • Queue routing

<5s

Typical bridge time to available rep

100%

Transcript forwarded on transfer

Smart

Queue routing by skill and language

24/7

AI handles overflow; humans on escalation

Problem

Cold transfers destroy customer trust

IVR blind transfers force customers to explain everything again. Sales and support teams lose hot leads when the handoff drops context — especially on Hindi calls about policy exceptions.

Today

How transfers work on legacy dialers

  1. 1IVR dumps callers into a queue with no context on the screen.
  2. 2Reps ask customers to repeat account numbers and issue details.
  3. 3Supervisors cannot see why the call was escalated until after replay.
  4. 4Transfers fail silently when queues are full — callers hang up.

With SvaraCall

How SvaraCall live transfer works

  1. 1AI detects escalation triggers — complex query, angry sentiment, buyer ready.
  2. 2Whisper plays a summary to the human rep before the customer joins.
  3. 3Customer hears a brief hold message in their language, then connects warm.
  4. 4CRM task opens with transcript, disposition draft, and recording link.

Why warm transfer wins

  • No repeat loops

    Customers hear the rep already knows their issue — CSAT jumps.

  • Higher close rates

    Hot leads reach sales with intent and budget already captured.

  • Skill-based routing

    Send Telugu billing issues to Telugu reps automatically.

  • Overflow safety net

    AI handles volume spikes; humans take only what needs a person.

Live transfer ROI

Higher conversion on qualified lead transfers
35%

Higher conversion on qualified lead transfers

Saved per call — no re-authentication
2 min

Saved per call — no re-authentication

Transfer success rate when queues staffed
90%

Transfer success rate when queues staffed

Fewer repeat calls within 24 hours
50%

Fewer repeat calls within 24 hours

Warm transfer sample flow

Agent: Samajh gaya — main aapko hamare senior advisor se connect kar rahi hoon. Ek minute hold kijiye.
[Whisper to rep: Customer Rajesh, policy #8821, wants to increase sum insured before renewal Friday. Budget confirmed ₹12L.]
Rep: Namaste Rajesh ji, main Anil bol raha hoon — Priya ne bataya aap coverage badhana chahte hain. Main abhi options share karta hoon.

Configure live transfer

  1. Step 1

    Define escalation rules

    Set keywords, intents, and sentiment thresholds that trigger transfer.

  2. Step 2

    Map queues

    Connect SIP extensions or softphone groups by language and skill.

  3. Step 3

    Write whisper scripts

    Template what the human hears — account ID, intent, next best action.

  4. Step 4

    Measure handoff quality

    Track transfer success, talk time, and outcome in analytics.

Related workflows

Live transfer FAQs

Can SvaraCall transfer to our existing PBX or contact center?
Yes. Configure SIP extensions, mobile numbers, or softphone queues — we support warm and cold transfer modes.
Does the customer stay on the same call leg?
On warm transfer, yes — the AI bridges the rep before dropping. Cold transfer is available when required.
What if no rep is available?
Fallback paths include callback scheduling, voicemail capture, or continued AI handling — you define the policy.
Is whisper audible to the customer?
No. Whisper plays only to the receiving rep before the customer is connected.

Hand off without friction on complex calls

Book a pilot with live transfer to your team — we will escalate a test call with full whisper context.

Book a pilotAll features

Hear it call.

We'll place a live SvaraCall to your own phone, in Telugu, Hindi, or English.

Book a pilot

Get a demo call

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