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Handoff template

Warm transfer triage script

A handoff script that decides when to transfer live, when to take a message, and what context the human receives.

Design transfer pathsView all templates

Example dialogue

A safe starting point for the first call flow.

Treat this as a planning artifact, not a recording or customer transcript. The production version should use your approved greeting, disclosure, service rules, and escalation contacts.

Havio agent

I can route you to the right person. Before I transfer, what should they know?

Caller

I need to speak with billing about a charge.

Havio agent

Understood. I will summarize the billing issue and try the billing contact. If they are unavailable, I can create a callback.

Caller

Please do that.

Havio agent

I am transferring now with the summary so you do not need to repeat the details.

Qualification questions

  • Why does the caller need a person?
  • Which team, owner, or fallback contact should receive the call?
  • Is the request urgent, sensitive, high-value, or outside approved knowledge?
  • What one-sentence summary should be shown to the human before pickup?
  • What should happen if the transfer fails?

Routing rules

  • Transfer immediately for urgent, sensitive, complaint, medical, legal, payment, or high-value paths.
  • Take a structured message when the right human is unavailable.
  • Create a callback and alert the owner after failed transfers.
  • Never trap callers in automation after they clearly request a human on configured human-required paths.

Output fields

  • Transfer reason and destination
  • Caller summary shown before handoff
  • Transfer attempt status
  • Fallback action and callback owner
  • Transcript and unresolved-call flag

Launch checks

  • Confirm every transfer destination and fallback owner.
  • Test available, unavailable, voicemail, failed-transfer, and wrong-team paths.
  • Decide which categories must always bypass automation.
  • Review transfer summaries with the humans receiving calls.

Launch readiness

Turn this template into a checklist before callers hear it.

Check the items your team has approved. The list becomes a practical demo brief for routing, knowledge, transfers, and post-call review.

Readiness score

0%

0 of 4 checks complete

Guardrails

The template is only launch-ready after the boundaries are approved.

Approve what the agent can say about prices, availability, timing, policy, and service scope.

Confirm when the agent must transfer, create a callback, or stop because the request is sensitive.

Test failed calendar writes, unreachable transfer contacts, missing caller data, and unclear intent.

Review transcripts during soft launch before expanding traffic or adding more call types.

Related buyer paths

Use this template with the pages buyers usually need next.

Warm transferContinueHuman handoff guideContinueSlack alertsContinue