Routing & handoff
Warm transfer
with full context.
When the call needs a human, Finn doesn't dump the caller on a cold queue. It hands off the summary, the captured fields, and the next-step intent.
30-minute free trial. No card. No procurement.
How it works
Escalate clean.
Land warm.
Drag, wire, deploy. Each step is reversible — every save creates a versioned snapshot.
Detect the moment
Caller asks for a human, sentiment drops, intent maps to a high-touch path, or your business rules say escalate. Finn surfaces the signal in real time.
Caller
Aarav S.
Duration
02:14
Agent
Specialist 2
Context for human agent
Booking request · Tue 14:00 · DR. Patel · BCBS insurance · Sentiment +0.71
Match to the right human
Skill-based routing picks the right queue, agent, or rep. Falls back to voicemail or scheduled callback when no one's available.
Triage
Inbound router
DONEBooking
Scheduling specialist
ACTIVEConfirm
SMS follow-up
QUEUEDShared context · call IN-44219
caller.name = "Aarav Singh" caller.intent = "follow-up booking" captured.slot = "Tue 14:00" captured.doctor = "DR. Patel" captured.insurer = "BCBS"
Warm handoff with context
Human picks up with the call summary, captured fields, sentiment timeline, and proposed next step already on screen. Caller never repeats themselves.
Caller
Aarav S.
Duration
02:14
Agent
Specialist 2
Context for human agent
Booking request · Tue 14:00 · DR. Patel · BCBS insurance · Sentiment +0.71
Built for real call centers
Wired into
your existing stack.
No bolt-ons. No second platform. Every primitive ships with the editor.
Skill-based routing
Route to the right specialist by language, tier, queue, or any custom signal. Not just round-robin.
Voicemail + callback fallback
When no human's available, Finn books a callback or takes a voicemail. No dropped calls.
Whisper coaching
Optional: human gets a 5-second audio summary in their ear before the caller comes through.
Outcome captured on handoff
Structured outcome + captured fields pushed to your CRM the moment the transfer completes.
Shipped in production
Real teams, real outcomes.
“TOFA launched a national campaign with Finn — 10K+ calls daily and seamless human escalations.”
Alice Smith
Senior Engineer, Gofts · TOFA
Trust + ecosystem
Plugs in. Audits clean.
Wires into your existing stack via 100+ connectors. Compliant from day one across the workloads that demand it.
Twilio
Plivo
Zendesk
Salesforce
SlackDon't see yours? Finn plugs into any system via REST + webhooks.
FAQ
Questions and answers.
What carriers support live transfer?+
Twilio, Plivo, plus SIP trunk-based BYOC. Most US, EU, and APAC carriers are supported via these providers.
How does the human get the context?+
On transfer pickup, the human sees a one-page summary: caller name, intent, captured fields, sentiment timeline, and Finn's proposed next step. Pushed via screen-pop into your existing CRM or helpdesk.
What happens if no one's available to take the call?+
Finn books a callback at the caller's preferred time, takes a voicemail, or escalates to a different queue based on your fallback rules.
Can Finn transfer to an external phone number?+
Yes — Finn can warm-transfer to any phone number (your call center, an on-call rep, a partner). The handoff includes a verbal context summary spoken to the receiver before the caller is bridged in.
Does the caller hear hold music during transfer?+
Finn keeps the caller engaged with a short status update ("Connecting you with a senior specialist now…") rather than dumping them on dead air or generic hold music.
Human in the loop
No 'can you repeat
your account number?'
The human picks up where Finn left off — with the call summary, the structured outcome, and the captured fields already loaded.