Handoffs without starting over

Why we built it

Some calls should end with a person. A consumer asks for a supervisor, a dispute needs judgment, or a situation falls outside what the agent is set up to handle. What your human agent sees when that call lands shapes everything that follows.

Usually it was a phone number, and maybe an account ID. So the agent started over: verification, the balance, the disclosures, all of it already done by proAgent. The consumer repeated themselves, often after explaining a difficult situation once already. A screen pop would solve this, but most dialers don't have one for transferred calls, and some teams can only receive call notes as file uploads.

How it works

The AI agent now hands over the call and everything it learned.

• proAgent Handoff sits in a small strip on top of any dialer or CRM, and lights up with the caller's number when a transferred call arrives.
• One click opens the full note of the part of the call proAgent handled.
• Handoff is configured per customer and needs no integration work from your team.
• For teams on Zendesk, warm transfers attach to the existing ticket, so the context is already there when your agent picks up.
• proAgent now also warm-transfers to live agents on LiveVox, including its certificate requirement on the transfer.

What you get

The consumer doesn't repeat verification, balances or disclosures, and your agent starts from where proAgent left off. Calls are shorter, consumers arrive less frustrated, and your agents spend their time on the part of the call that needs a person. Your IT team has no screen-pop integration to build or maintain.

proAgent Handoff is available today, along with Zendesk and LiveVox warm transfers. Talk to your Prodigal team to turn it on.