Smart Hold
Collect useful context while a caller waits, then return control to the agent.
Reviewed against the implementation · September 25, 2026
Set the handoff rules
Configure phone AI and the supported Smart Hold behavior for the call flow. Select the knowledge scope and fallback. Timing and activation depend on that configuration; do not rely on a universal five-minute threshold.
Keep the original request
The assistant can ask what the caller needs and record useful details for the agent. It should continue the customer’s request instead of restarting with an unrelated introduction.
Return to the person
When a human joins, the call should resume with that person and the available context. Check that AI does not continue speaking over the agent. Review the call events and transcript when diagnosing a handoff.
Run a realistic test
Place a permitted test call, enter the hold flow, give a short request and have an agent take over. Repeat with a caller asking immediately for a human and with the AI service unavailable.