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AI Agents · Routing & Transfer

Every caller reaches the right place, first time.

Frontly understands what a caller needs and routes them to the right specialist agent, or warm-transfers them to a human and briefs that person before stepping out. No menus, no cold handoffs, no repeating themselves.

Inbound routing & human transfer
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Routing by intent · Briefed human transfer · Context carried through

Caller routed to the right specialist

The short answer

How does Frontly get a caller to the right person?

Frontly routes by intent. One agent works out what the caller actually wants, then hands the call to the specialist agent or the human best placed to deal with it, passing a spoken briefing so nobody repeats themselves. Handoffs are limited to an allowlist you define, a short bridge line covers the pause while the next agent loads, and every hop is recorded against the call.

The problem

Phone menus frustrate callers and cold transfers lose them

Press 1 for sales, press 2 for support, then explain everything again to whoever picks up. Every handoff is a chance to drop the caller, lose the context, or send them to the wrong person. People hang up before they reach anyone who can help.

Frontly listens, decides, and routes, carrying the full context to the right agent or person.

Routes by what the caller actually wantsWarm transfer with a spoken briefingContext follows every handoffRouting rules cannot be tricked

Smart routing

Send callers to the right specialist by intent

Run as many specialist agents as you need, each with its own number, workflow, knowledge, and voice. Frontly reads the caller's intent in natural language and hands off to the right one. No phone tree required.

  • Unlimited specialist agent profiles per account
  • Natural-language routing, not menu presses
  • Each agent has its own workflow, knowledge, and voice

Intent-based routing between agents

Human handoff

Warm-transfer to a person, briefed and ready

When a call needs a human, Frontly bridges them in, speaks a short summary of what the caller wants, and then steps out of the conversation. Your team picks up already knowing the context.

  • Bridges a human into the call, then removes the agent
  • Speaks a one to two sentence briefing first
  • Transfer destinations restricted to an allowlist

Warm transfer with a spoken briefing

Safe by design

Routing rules that cannot be talked around

Which agents and numbers a call can be sent to is locked down at design time and enforced again at runtime. A caller cannot trick the agent into transferring somewhere it should not.

  • Handoff allowlist enforced in the builder and at runtime
  • Transfer destinations bound to an approved contact list
  • Prompt-injection attempts cannot redirect a call

Allowlisted routing and transfer

No repetition

Context travels with the call

When one agent hands off to another, the reason for the handoff and the caller's history go with it. A specialist can also return the call to the agent that routed it, with a summary, so nothing is lost in the round trip.

  • Handoff context and history carried to the next agent
  • Specialists can return the call to the routing agent
  • The caller never has to repeat themselves

Context carried across handoffs

How it works

How a call finds the right place

1

The caller says what they need

Frontly's first agent greets the caller and understands their intent in their own words, no menu required.

2

Frontly routes or transfers

It hands off to the right specialist agent, or bridges and briefs a human, depending on the rules you set.

3

The right party takes over with context

The agent or person picks up already knowing what the caller wants, so the conversation continues seamlessly.

Envision it in your business

Where routing and transfer shine

One number, the right destination for every caller.

Sales vs support

Send new enquiries to a sales flow and existing customers to support, automatically.

Multilingual welcome

Greet callers, detect their language, and route to a matching agent.

Escalate to on-call

Bridge urgent calls to the human on call, briefed before they pick up.

Department routing

Point one published number at the right team behind the scenes.

Triage then transfer

Let the AI gather the basics, then hand a qualified call to staff.

Read the case

After-hours rules

Take a message for routine calls, transfer only genuine emergencies.

Frontly Enterprise

Routing across a whole organisation?

Frontly Enterprise routes callers across every team and location, with an agent for each team and its own knowledge and hours.

Explore Frontly Enterprise

BUILT FOR YOUR INDUSTRY

Routing & Transfer in your industry

The industries where this changes the most calls, and why their phones are different.

AI IVR to replace your phone menu

Callers should say what they want, not learn a menu tree to get to it.

See the industry page

IT answering service for MSPs

A priority-one outage cannot sit in voicemail while the on-call engineer is on another ticket.

See the industry page

After-hours answering service

Most enquiries arrive outside business hours, and an on-call roster is an expensive way to catch them.

See the industry page

Answering service for tradies

You cannot answer a phone with your hands in a switchboard, and the caller rings the next trade on the list.

See the industry page

FAQ

Frequently asked questions

Yes. When a call needs a person, Frontly bridges them in, speaks a short briefing of what the caller wants, and then steps out of the conversation.

Yes. Frontly reads each caller's intent and routes them to the right specialist agent, each with its own workflow, knowledge, and voice, with no phone menu.

Agent-to-agent routing is constrained by an allowlist defined in the builder and enforced again in the runtime. The set of valid targets is fixed, so a prompt-injection attempt cannot route a call to an unapproved agent.

The moment a handoff fires, the agent speaks a short configurable line to fill the brief silence while the next agent loads, so the caller never hears dead air.

A specialist agent can hand the call back to the agent that routed it, passing a context summary so the routing agent can continue or route again.

Human transfers record a detailed outcome (for example briefed and handed off, bridged with no engagement, caller disconnected, denied by policy) which rolls up to a simple success, partial, or failure status for reporting.

Frontly tracks the full hop history of a call across every agent that held it, so attribution and the conversation context survive each handoff.

HEAR IT FOR YOURSELF

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