---
title: "Warm transfer (human handoff)"
description: "A warm transfer is how an AI voice or chat agent hands a conversation to a person: it places the customer on hold, reaches the right colleague, briefs them in t"
canonical: https://cegesaiautomatizacio.hu/en/glossary/warm-transfer
language: en
publisher: Céges AI Automatizáció
updated: 2026-09-19
---

# What is Warm transfer (human handoff)?

A warm transfer is how an AI voice or chat agent hands a conversation to a person: it places the customer on hold, reaches the right colleague, briefs them in two sentences on who is calling and why, then connects. Rules trigger it for VIP customers, anger, requests to speak to a human, or anything outside the agent's scope.

## The two-sentence brief

'Customer: Balázs Kiss. Problem: lamp arrived broken, wants an immediate replacement. Angry.' The colleague joins prepared instead of asking the customer to repeat everything, which the report identifies as the moment most handoffs fail.

## FAQ

**What if nobody is available?**

The agent books a callback in the first free slot, confirms it by SMS, and logs the brief in the CRM.

Related: https://cegesaiautomatizacio.hu/en/glossary/ai-voice-agent, https://cegesaiautomatizacio.hu/en/glossary/human-in-the-loop, https://cegesaiautomatizacio.hu/en/glossary/conversational-ai