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Set up call transfers, collect data from callers, fire Signals, and control what the agent shares.
Note: The AI Voice Agent is part of Invoca’s AI Agents and may need to be enabled on your account. If you don’t see Agent Studio in the left menu, contact your account team.

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Before you begin

You need an agent with at least one intent in its Voice workflow, and you should know how to open an action. See AI Voice Agent Actions. Have the phone numbers of the teams you’ll transfer callers to ready. The info fields and Signals you can choose come from your profile, so check that the ones you need are there.

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Transfer callers

Two actions transfer calls:
  • Inform & Route for sales and other qualified callers you want to hand to a team.
  • Support & Escalate for support callers the agent can’t help.
To set up a transfer:
  1. Enter the destination number in E.164 format (the international phone number format), for example +18005550100.
  2. In the instructions, say what to collect first, what to tell the caller, and when to connect. Name the team in plain language, for example “Then connect with the billing team.”
  3. If you have separate queues, such as sales, billing, and technical support, give each segment the number for its own queue.
A good Inform & Route instruction covers four things in order: what to collect, what to say or recommend, what not to say, and when to transfer. For example: “Collect the caller’s name, ZIP code, and how they’ll use the internet. Recommend a speed tier without quoting a firm price; a specialist confirms pricing and availability. Then connect with the sales team.” For Support & Escalate, your instructions decide how much the agent tries before transferring. You can tell it not to troubleshoot at all, or to transfer as soon as the caller asks for a person.

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Give frustrated callers a quick path to a person

In support intents, add a segment for callers who are upset or ask for a person, such as “Frustrated, upset, asking for a human, wants to speak to someone”. Give it a Support & Escalate action with no fields to collect and an instruction to connect right away.

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Collect data

Under What To Collect, use Add Info Field to choose fields from your profile’s list. Each field shows a one-line description, and the agent uses that description to know what to ask for. Captured fields can be sent to other systems through integrations or custom webhooks.
  • Collect only what the next team needs. Every field adds a question to the call.
  • Write descriptions that say what the field is, and what it isn’t when there’s a likely mix-up. For example: “Date the customer wants the product cancelled. Spoken on the call. Not the call start time.”
  • Mention the fields in your instructions so the agent knows when to ask for them.
  • After you change an action’s type, check that the fields listed are still the ones you want.

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Fire Signals

Choose a Signal under Signal (optional) to tag the call when the action completes, so the outcome appears in your reports. The list shows the Signals set up in your profile, such as New Sales Call, Qualified Lead, or Manager Escalation. Attach a Signal to every action you want to report on.

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Answer questions and use call context

  • Knowledge Sources: on every call, the agent can answer questions from the web links and documents in Knowledge Sources. Use your Brand Conversation Rules and action instructions to say what it shouldn’t share, such as firm prices.
  • Digital Journey context: when Utilize Digital Journey Context in Conversations is on in Agent Settings, the agent can use what Invoca knows about the caller’s web journey. Pair it with a rule such as “If a detail is already available from call data, confirm it instead of asking again.”
Last modified on October 20, 2026