How are you handling human handoffs in voice agents?

While building Vaani, one thing we spent quite some time getting right was call transfers.

It’s not always about transferring a call to a human. Sometimes the conversation needs to move to a different, more specialised agent. Other times, it needs to go to a human who can take over.

Making these transitions feel natural is harder than it sounds. You don’t want the conversation to lose context, the caller to repeat themselves, or the whole experience to feel like a disconnected call.

We’ve worked on making these handoffs smooth at Vaani, including agent-to-agent and agent-to-human transfers.

Curious how others are approaching this. Do you treat transfers as part of the agent’s conversation flow or as a separate orchestration layer?

Would love to hear what people are building around this.