Glossary
What is Warm transfer / escalation?
A warm transfer is when an AI voice agent hands a live call to a human staff member along with context (who is calling and why) instead of simply dumping the caller into another queue. Escalation is the rule set that decides when that handoff should happen.
By Alex Le, Echo product teamUpdated July 2026
Good escalation logic is a safety feature: clinical questions, urgent symptoms, and anything outside the agent's scope are routed to a human immediately, with the conversation summary attached.
HIPAA compliant · BAA included
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