When should the agent hand the call to someone?
Write which questions the agent can answer and what should trigger a handoff. Retell supports a direct transfer or a warm transfer, where the receiving person can be contacted first. Decide what the caller hears if the person is unavailable and give them another way to get help.
What can a written rehearsal tell you?
A written case can show whether the agent sticks to your approved facts and asks for a handoff at the right point. It cannot show whether a real phone transfer succeeds or whether people can understand the audio. Retell documents separate text, web and phone tests.
What happens to billing while the caller waits or transfers?
Retell measures connected time, including silence or hold time. Its pricing FAQ says the voice-agent fee stops after transfer and the phone charge continues for the rest of the transferred call. Estimate both portions when a human may finish the conversation.
Where can a transcript go even if Retell keeps only basic details?
Retell has per-agent storage settings. Basic Attributes Only keeps call details such as status while excluding recordings and transcripts from stored content. Call event notifications can still send a transcript or a temporary recording link. Check connected destinations, retention and who can retrieve any saved copy.
Before accepting real callers, decide what to explain about the automated call and any recording, and how someone can reach a person instead.
What should a caller hear when the front desk cannot answer?
Sketch this with fictional material. Leave the real site, accounts and services alone.
- Set the factsUse a fictional venue that opens at nine and has no published policy on lost items.
- Write the handoffFor a lost-item question, mark the point where the agent stops guessing and asks the caller if they want the desk. If no one answers, write the alternative contact step.
- Separate the minutesMark the agent portion, hold and the time after a completed handoff. Do not dial or connect any service.