Handoff Context
Send the caller's transcript, details and reason for transfer to the person about to answer.
When your agent transfers a caller to a human, that person answers a ringing phone knowing nothing — not who is calling, not what was already discussed, not why the agent handed over. So they ask the caller to start again, which is the moment a transfer feels worse than no automation at all.
Handoff Context sends them the conversation before they pick up.
What gets sent
- The conversation so far, so the caller doesn't repeat themselves
- Details the agent captured — account number, reason for calling, whatever your workflow extracts
- Why the transfer happened, including whether the caller had been getting frustrated
- How long they have already been on the call
Two ways to receive it
Both are optional and independent. Configure either, both, or neither under Settings → Handoff Context.
Webhook (recommended)
Talkr POSTs the context to your endpoint the moment a transfer starts — before the destination even rings. Your CRM, agent desktop or contact centre renders it wherever your agents already work.
This is the right choice for most deployments: your agents shouldn't have to leave the tool they live in.
The payload includes a handoff_url (see below) alongside the structured
fields, so you can either render the data yourself or just link to it.
Delivery is durable. If your endpoint is briefly unreachable, Talkr retries — rather than losing the notification while your agent answers blind.
Slack
Talkr posts a summary to a channel you choose, with a link to the full context. Useful for a small team with nothing to receive a webhook yet.
Requires a connected Slack account under Connectors.
The handoff link
Both channels include a link to a page showing the full transcript, updating live while the call is still going.
The person opening it does not need a Talkr account — they may work for you, not for your Talkr organization, and will never log in here.
The link is the credential. Anyone holding it can see that one call's transcript, the caller's number and the details captured — until it expires, a few minutes after the transfer.
It is scoped to a single call: it cannot show any other call, any other data in your organization, or take any action. But treat it like the call itself — don't forward it anywhere you wouldn't forward a recording.
Links expire automatically. There is nothing to revoke and nothing to clean up.
When it fires
At the start of a transfer, before the first destination rings — the whole point is that context arrives while the phone is still ringing.
If you have configured fallback destinations, the notification is sent once for the transfer, not once per destination attempted.
If nothing is configured
Nothing happens, and transfers work exactly as before. The notification path can never delay or fail a transfer: if your webhook is unreachable or your Slack connection has been revoked, the caller is still connected.
Related
- Call Transfer tool — destinations, the warm handoff message, fallbacks
- Human Handoff — letting the agent decide when to offer a person