Manage call session outcomes
EARLY ACCESS
IMPORTANT
Voice AI agents is available as an Early Access feature. To get access or learn more, contact your dedicated account manager or Support.
Call session outcomes
Use the following branches in the Transfer call to AI agent element to manage what happens after the call session ends:
| Branch | Call session status |
|---|---|
| Call not transferred | The flow was unable to transfer the IVR call to the AI agent. A call session was not established between the end user and the AI agent. The IVR session continues between the end user and the flow. For example, the API call failed, so the call was not transferred. |
| Call ended | The call ended either because the end user hung up or because of network issues, after it was transferred. You can only start a new call from this point on. |
| Transfer to human agent requested | An AI agent executes the request for transfer when it recognizes a trigger condition. For example, if a user asks to speak to a human agent, or if the AI agent determines it cannot resolve the user's request, it invokes the configured tool. Specify these conditions in the agent prompt. Define further steps in the journey itself. |
| AI agent session ended | The AI agent does not terminate calls independently. It recognizes specific user inputs as end-of-session signals and then ends the call. For example, a user might say Bye or That is all, thank you. The agent treats these inputs as termination signals and closes the call session. Define further steps in the journey itself. |
Additional resources
Was this page helpful?