Brief Operators Before Connecting Callers - Dasha BlackBox Documentation

Brief operators before connecting callers. Warm transfers let your agent speak with the operator first — providing context so customers don’t need to re-explain their situation. What you’ll learn: Warm transfer workflow, configuration steps, operator briefing scripts, and best practices for context handoffs.

How Warm Transfer Works

Agent determines the caller needs transfer (based on conversation and configured description)
Agent calls the operator at configured endpoint
Agent speaks with operator to provide context about the caller and situation
Agent bridges the call - all three parties are connected
Operator handles the call - when the operator disconnects, the agent can optionally resume the conversation with the caller

When to Use Warm Transfer

Best for:

Complex customer issues requiring context
High-value calls where personalization matters
Situations where operator needs background before speaking
Escalations where caller shouldn’t repeat information

Choose cold transfer instead when:

Simple routing to departments or menus
High-volume, basic escalations
Speed matters more than context

Configuring Warm Transfer

Quick Start: Configure via API

This example shows only the transfer-related fields. The PUT endpoint requires the full agent configuration including name, config.primaryLanguage, config.ttsConfig, and config.llmConfig.

curl -X PUT "https://blackbox.dasha.ai/api/v1/agents/{agentId}" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Your Agent Name",
    "config": {
      "primaryLanguage": "en-US",
      "ttsConfig": { ... },
      "llmConfig": { ... },
      "features": {
        "transfer": {
          "type": "warm",
          "description": "Transfer when customer requests human agent or issue is complex",
          "endpointDestination": "+15550100",
          "callerIdMode": "userPhoneNumber",
          "interactionWithOperator": {
            "type": "smartV1",
            "additionalInstructions": "Brief operator in under 10 seconds. Include customer name and issue summary."
          },
          "sayPhraseToCustomer": "Let me connect you with a specialist. One moment please.",
          "continueAfterOperatorDisconnected": true,
          "continueRecordingInTransfer": true,
          "failoverBehavior": {
            "continueConversation": true,
            "staticPhrase": "All specialists are busy. Let me try to help you directly."
          }
        }
      }
    }
  }'

Configure via Dashboard

Open your agent’s configuration
Navigate to the Features tab
Scroll to Call Transfers section
Select Warm Transfer type

Step 2: Configure Basic Settings

Transfer Description

Guides the language model on when to use this transfer
Example: “Transfer to a human agent when the customer explicitly requests to speak with a person, or when the issue is too complex for you to handle.”
Be specific about triggers: explicit requests, complex scenarios, frustrated customers, etc.

Endpoint Destination

Phone number: +1234567890
SIP URI: sip:operator@yourdomain.com

Caller ID Mode

Agent Phone Number: Operator sees agent’s number (default)
Original Caller Number: Operator sees caller’s number

Step 3: Configure Operator Interaction

Choose how the agent communicates with the operator before bridging: Static Mode

Predefined phrase spoken to operator
Example: “I have a customer on the line with a question about billing. I’m connecting you now.”
Fast and consistent
Good for simple context

Smart Mode

Language model generates context based on conversation
Agent summarizes caller’s situation intelligently
Example generated phrase: “Hi, I have John Smith on the line. He’s experiencing an issue with his recent invoice and needs help understanding the charges. I’m connecting him now.”
More personalized and contextual
Best for complex scenarios

Optional Instructions for Smart Mode:

Guide the language model’s summary style
Example: “Keep operator briefing under 10 seconds. Focus on the specific problem and any relevant account details.”

Step 4: Configure Caller Experience

Say Phrase to Customer (optional)

What agent says to caller before transfer
Example: “I’m connecting you with a specialist who can help you with that. Please hold for just a moment.”
Manages caller expectations during transfer

Continue After Operator Disconnect

Toggle: Yes or No
If enabled: Agent can resume conversation if operator hangs up
If disabled: Call ends when operator disconnects
Recommended: Enable for customer service scenarios

Step 5: Configure Recording and Recognition

Continue Recording During Transfer

Toggle: Yes or No
If enabled: Call recording continues while transferred
Useful for quality assurance and compliance

Continue Speech Recognition

Toggle: Yes or No
If enabled: Speech-to-text remains active during transfer
Useful for transcript completeness

Step 6: Configure Three-Way Announcement (Optional)

Speak to both caller and operator simultaneously right before bridging:

"threewayMessaging": {
  "type": "static",
  "phrase": "Connecting you now."
}

Or use AI to generate a contextual announcement:

"threewayMessaging": {
  "type": "smartV1",
  "additionalInstructions": "Keep it brief and professional"
}

Both parties hear the same message at the exact moment of connection — useful for compliance notices or smooth handoff transitions.

Step 7: Configure Hold Media (Optional)

Hold Media

Audio file played while transfer is being established
Upload hold music or messages
Example: “Please wait while we connect you with an agent.”
Improves experience during connection delays

Step 8: Configure Transfer Routes (Optional)

Multiple transfer destinations for intelligent routing: Example: Department-based routing

Route Name: “Billing Department”
Description: “Use for billing and payment questions”
Destination: +1234567891
Route Name: “Technical Support”
Description: “Use for technical issues and troubleshooting”
Destination: +1234567892

The language model selects the appropriate route based on conversation context.

Step 9: Configure Failover Behavior

What happens if transfer fails (number busy, unavailable, or doesn’t answer): Failover Options:

Continue Conversation: Agent resumes and tries to help
End Call: Call terminates gracefully

System Message (for agent context):

Example: “The operator is unavailable. Apologize and offer to help or schedule a callback.”

Static Phrase (to caller):

Example: “I apologize, but all our representatives are currently assisting other customers. Would you like me to help you, or can I schedule a callback?”

Configuration Example

Example: Complete Warm Transfer Configuration

This shows the config.features.transfer object structure for warm transfer:

{
  "type": "warm",
  "description": "Transfer when customer explicitly requests a human agent, or when their issue requires account-level access you don't have.",
  "endpointDestination": "+15550100",
  "callerIdMode": "userPhoneNumber",
  "interactionWithOperator": {
    "type": "smartV1",
    "additionalInstructions": "Brief the operator in under 10 seconds. Mention customer name, issue category, and any relevant account details."
  },
  "sayPhraseToCustomer": "Let me connect you with someone who can help with that immediately. One moment please.",
  "continueAfterOperatorDisconnected": true,
  "continueRecordingInTransfer": true,
  "continueRecognitionInTransfer": true,
  "holdMedia": {
    "isEnabled": true,
    "mediaFileId": "your-media-file-id"
  },
  "failoverBehavior": {
    "continueConversation": true,
    "systemMessage": "Operator unavailable. Offer to help or schedule callback.",
    "staticPhrase": "I'm sorry, our specialists are all busy right now. I can try to help you, or I can schedule a callback. Which would you prefer?"
  }
}

Example using static operator interaction instead of smart mode:

{
  "type": "warm",
  "description": "Transfer to billing department",
  "endpointDestination": "+15550100",
  "interactionWithOperator": {
    "type": "static",
    "sayPhraseToOperator": {
      "phrase": "I have a customer on the line with a billing question. Connecting now.",
      "beforeOperator": false
    },
    "waitFirstAnswerFromOperator": true,
    "waitChecksTimeoutInS": 4
  },
  "sayPhraseToCustomer": "Connecting you to billing now.",
  "continueAfterOperatorDisconnected": false
}

Common Use Cases

Customer Service Escalations

Configuration:

Smart Mode with instructions: “Brief operator about customer issue and sentiment”
Continue After Disconnect: Yes
Hold media: Professional hold music

Why: Complex issues need context; agent can help if transfer fails

VIP Customer Handling

Configuration:

Smart Mode with instructions: “Mention customer VIP status, name, and specific request”
Caller ID: Original Caller Number
Hold media: Premium hold experience

Why: VIP customers expect personalized, seamless service

Technical Support Escalations

Configuration:

Smart Mode with instructions: “Describe technical issue, steps already attempted, and error codes mentioned”
Continue Recording: Yes
Continue Speech Recognition: Yes

Why: Operators need technical context; recording captures full troubleshooting session

Troubleshooting

Problem: Operators Lack Context

Solution: Switch from Static to Smart Mode. Improve Smart Mode instructions to be more specific about what information operators need. Review example transfers to identify missing context.

Problem: Operator Briefings Too Long

Solution: Update Smart Mode instructions to emphasize brevity (e.g., “Keep briefing under 10 seconds”). Use Static Mode for simpler scenarios.

Problem: Transfers Take Too Long

Solution: Warm transfers inherently take longer than cold transfers. Consider cold transfer for less complex scenarios. Optimize hold media to keep callers engaged.

Problem: Operator Doesn’t Answer

Solution: Verify endpoint is correct and operational. Configure appropriate failover behavior. Enable “Continue After Disconnect” so agent can help.

Next steps

Cold Transfer

Faster, simpler routing

HTTP Transfer

Dynamic routing decisions

Call Transfers Overview

Compare all transfer types

Maximum Call Duration

Control transferred call length

Documentation Index

​How Warm Transfer Works

​When to Use Warm Transfer

​Configuring Warm Transfer

​Configure via Dashboard

​Step 2: Configure Basic Settings

​Step 3: Configure Operator Interaction

​Step 4: Configure Caller Experience

​Step 5: Configure Recording and Recognition

​Step 6: Configure Three-Way Announcement (Optional)

​Step 7: Configure Hold Media (Optional)

​Step 8: Configure Transfer Routes (Optional)

​Step 9: Configure Failover Behavior

​Configuration Example

​Common Use Cases

​Customer Service Escalations

​VIP Customer Handling

​Technical Support Escalations

​Troubleshooting

​Problem: Operators Lack Context

​Problem: Operator Briefings Too Long

​Problem: Transfers Take Too Long

​Problem: Operator Doesn’t Answer

​Next steps

Cold Transfer

HTTP Transfer

Call Transfers Overview

Maximum Call Duration

How Warm Transfer Works

When to Use Warm Transfer

Configuring Warm Transfer

Configure via Dashboard

Step 2: Configure Basic Settings

Step 3: Configure Operator Interaction

Step 4: Configure Caller Experience

Step 5: Configure Recording and Recognition

Step 6: Configure Three-Way Announcement (Optional)

Step 7: Configure Hold Media (Optional)

Step 8: Configure Transfer Routes (Optional)

Step 9: Configure Failover Behavior

Configuration Example

Common Use Cases

Customer Service Escalations

VIP Customer Handling

Technical Support Escalations

Troubleshooting

Problem: Operators Lack Context

Problem: Operator Briefings Too Long

Problem: Transfers Take Too Long

Problem: Operator Doesn’t Answer

Next steps