AI and your team, working together
Know when to hand the conversation to a person.
Let AI handle the first response and bring your team in when judgment, exceptions, or the customer’s request call for a person. Keep the history available for the teammate who takes over.
- Live call transfers
- Chat and callbacks
- Context for your team
“I’d like to speak with someone.”
Customer asks for a person
AI agent
Your team
Customer context
Conversation available
If nobody answers
Collect callback details
Pick up with the history
Who called, what they need, and what's been discussed.
A clear path from the first conversation.
Illustrative workflow
AI responds
The first conversation begins
A person is needed
A request or configured handoff
Your team is reached
Transfer or callback path
History stays available
Pick up with the customer context
Live call transfers when a teammate is needed
NexTalker supports AI call transfers to your team. Review your destinations, hours, and routing rules during setup. A successful transfer should be tested with the receiving person, including what happens when that destination is busy or unavailable.
AI responds
The first conversation begins
A human path for website visitors
Website chat visitors can request a human handoff or arrange a callback. Alerts and callback tasks help your team respond, with the source conversation available so the customer does not have to start from the beginning.
The context stays with the work
Avery Morgan
Customer inquiry · Full conversation history
The original conversation
What the customer asked and what was discussed.
The next action
An assigned task with the details your teammate needs.
The continuing relationship
Calls, texts, email, and chat in the customer history.
Illustrative customer record · Sample data
Plan the fallback, not just the transfer
Decide who owns an unanswered escalation, what details the agent should collect, and what the customer should hear. Do not promise an immediate response when nobody is available. Review unresolved requests as customer work rather than relying only on call counts.
- Define the requests that must reach a person.
- Test a successful transfer and an unanswered transfer.
- Review the customer history and assign any remaining action.
Your next customer workflow
Bring your workflow. See it in one platform.
Show us the tools you use for CRM, calls, support, and follow-up. We’ll walk through how NexTalker can bring that work together.
Book your workflow demo