Voice AI is built to hand off gracefully when a call needs a human touch, and to do more than talk, it can take real actions inside your account while a call is happening.
Agent transfer lets you define conditions under which the AI should route a live call to a person: a caller asks for a manager, the AI can't resolve a question, or the call matches a specific keyword or intent. When a transfer happens, the receiving team member gets the caller's context, what was discussed, what was captured, and why the call was transferred, so nothing has to be repeated.
Custom actions let you extend what the agent can do mid-call beyond the built-in booking and messaging behavior. You can configure the agent to look up information, update a custom field, add a tag, create a task, or call an external webhook based on what the caller says, turning the conversation itself into a trigger for your workflows and integrations.
Together, transfer and custom actions mean Voice AI can handle the full range of a call: resolving simple requests on its own, capturing and acting on details for more complex ones, and escalating to a human the moment a conversation calls for it.
Configure these under AI Employee -> Voice AI -> Agent Transfer and Custom Actions in your agent's settings.