Handle failed transfers and callback rules

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

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

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

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