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Creating a great voice AI experience sometimes requires more than just prompting, RAG, or tools. You might need to transfer your customer to a human agent for the next phase or you might need to deal with an upset customer and gracefully escalate them. This section contains recipes for how to handle common situations:

Transferring Calls

Dynamically transfer the call to another phone number.

Whisper Transfer

Transfer the call with a custom, dynamic message prior to hand-off.

Managing Concurrency

Maximize your active calls and keep your outgoing call queue full.