Solution
Call routing and human handoff, defined by your rules
The problem: an AI agent is only useful if it knows when to stop
Automation that can't hand off is a liability. The calls that matter most are often the ones an agent shouldn't handle alone.
Routing is where your judgment gets encoded: which situations go to which person, in what order, and with what context.
What the workflow does
- Transfers calls to defined destinations: an office line, a dispatcher, an on-call technician.
- Passes context so the person knows why the call was transferred.
- Applies fallbacks when a transfer isn't answered.
- Escalates when the caller is distressed, the request is unclear, or the topic is out of scope.
- Records every transfer and its outcome in the call summary.
Example
Step by step: escalating a call
- 1
Trigger
A rule fires: urgent keyword, caller request, or low confidence.
- 2
Choose the destination
Based on time of day and call type.
- 3
Transfer with context
Where supported, the receiving person gets a short summary.
- 4
Handle no-answer
Try the next contact, then take a message.
- 5
Record
The summary notes who was contacted and what happened.
Inputs & outputs
What goes in, what comes out.
Inputs
- Routing rules by call type, hours and urgency
- Destinations and fallback order
- Conversation context
Outputs
- A transferred call, ideally with context for the recipient
- Fallback actions when no one answers
- A record of the routing decision
Configuration requirements
- Transfer destinations that can receive calls
- Telephony configuration supporting transfers
- Agreed fallback procedures
Exceptions & handoff
When things don't go to plan.
Every workflow has edge cases. These are the ones to plan for.
- Transfer destination busy or unreachable: fallback order applies.
- Telephony limitation on context passing: the summary is delivered by other means, such as a message.
- Caller hangs up mid-transfer: recorded in the summary for follow-up.
FAQ
Frequently asked questions
Can TalkLara transfer to multiple people?
Yes, you can define ordered fallbacks or different destinations by call type and time of day, subject to what your telephony setup supports.
Does the recipient know why the call was transferred?
Where the telephony setup supports it, context can be passed with the transfer. Otherwise it's included in the summary delivered afterward. We'll confirm what's possible for your setup.
What does the agent never decide on its own?
Whether a situation is a safety emergency, what a repair needs, or what price to quote. Those follow your approved rules or go to a person.
See how TalkLara would handle your calls.
Walk through your call flow, scheduling rules, and integration needs with our team.