Agent behavior

Handle failed transfers and callback rules

How to decide what happens when a caller needs a person but the first transfer attempt is not answered.

5 minUpdated 2026-06-30

Applies to

Warm transferFallback routingCallback tasks

Setup steps

Classify transfer reasons

Separate urgent service calls, VIP customers, upset callers, sensitive topics, sales opportunities, and unsupported questions. Each reason can use a different fallback.

Set transfer order

Define the first contact, backup contact, business-hours rule, after-hours rule, and when the agent should stop trying live transfer.

Create the fallback record

If nobody answers, create a callback task or ticket with caller details, urgency, transcript, attempted transfer target, and promised response window.

Audit missed handoffs

Review failed transfers weekly during launch. Too many failures usually means the fallback list, hours, or urgency rules need adjustment.

FAQ

Can the agent promise a callback time?

Only if the business has approved that promise and the workflow can notify the responsible owner. Otherwise, use a safer response window.

What if a caller keeps asking for a person?

The agent should respect that request and follow the configured human fallback or callback path instead of forcing more automation.

Warm transfer routing Human handoff playbook Call overflow

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