What is Warm Transfer?
A warm transfer hands a live call from an AI agent to a human along with context, such as a summary, so the person does not start over. A cold transfer passes the call on with none.
Also known as: warm handoff, supervised transfer, live handoff with context
How it works
When the agent decides a human is needed, because the caller asks or because the topic is out of scope, it dials the staff member or queue, delivers a short summary on their screen or by voice, and only then bridges the caller in. A cold transfer skips the summary and simply connects the two.
Why it matters
Repeating your story to a second person is the most disliked moment in phone support. A warm transfer keeps whatever the AI already collected, so the human starts at the decision, not at the greeting. It also makes full automation safer: the agent can attempt a task knowing a person is a call away.
Common mistake
Transferring to an unattended number. If the human line is busy or closed, the caller is dropped into a ring tone. Route by business hours and availability, and give the agent a fallback such as taking a message or scheduling a callback.
Where this shows up at Vaami
Vaami's product pages describe warm transfer to a human for inbound and outbound calls.
See it on a real call.
Hear how a Vaami voice agent handles this on a live conversation in your language and your use case.