Felix works each contact across calls, texts, and emails until they are ready for a teammate. A handoff is the moment Felix flags a contact as ready for human follow-up: Felix stops its own outreach and brings in a teammate to take it from there.
A warm transfer is the live-call version of that moment. On a call, Felix introduces the contact to a teammate before stepping off, so the person picks up with context instead of starting cold.
This guide covers the full handoff lifecycle, how to route and configure call transfers, and how to get notified.
In this guide:
- How a handoff works
- Warm transfers and cold transfers
- Set up call transfer routing
- Get notified when Felix hands off
- Take over from Felix manually
- FAQs
How a handoff works
As Felix works a contact through Sales Agent, the contact moves through three stages:
- Attempting: Felix is reaching out and has not had a response yet.
- Engaging: The contact has responded and is in an active conversation.
- Handoff: The contact is ready for a teammate, and Felix has stepped back.
When a contact reaches the Handoff stage, Felix notifies your team and the conversation appears in the Handoff inbox in Conversations for a teammate to pick up. From that point, Felix stops working the contact and your team takes the follow-up from there. Learn more about Conversations.
Warm transfers and cold transfers
When a contact is ready during a live call, Felix can transfer the call to a teammate in one of two ways:
- Warm transfer: Felix introduces the contact with a brief handoff message, then connects them to the teammate.
- Cold transfer: Felix connects the call to the teammate without an introduction.
Warm transfers come from Felix's direct line, the dedicated number on your team's contact card, not from the rotating numbers Felix uses for outreach. Learn more about phone numbers and Copilot seats.
Set up call transfer routing
Call transfer routing decides who picks up when a contact is ready to talk. You set it during Felix setup, and you can change it anytime under Sales Agent configuration.
- Go to Felix AI from the left sidebar.
- Open Sales Agent under Your Skills, then select the Configure tab.
- Under Actions, add a Call Transfer action, or edit an existing one from its 3-dot menu.
In the Call Transfer panel, set the following:
- Action name: Name the action so you can recognize it in the list.
- Trigger: Describe when the handoff should happen, such as when the contact asks to speak with someone or the conversation is ready for a teammate.
- Who Felix transfers to: Choose where the call goes.
- Assigned User: Felix transfers to the user assigned to the contact. Set a Fallback user for unassigned contacts so calls for contacts with no user assigned still reach someone. Any user with a phone number configured can be the fallback.
- Specific User: Felix always transfers to one chosen user.
- Shared Inbox: Felix routes to a team shared inbox, so the first available teammate takes it. You create shared inboxes in Conversations. Learn more about shared inboxes.
- Transfer Type: Choose Warm Transfer or Cold Transfer.
You can add more than one Call Transfer action if different situations should route to different teammates. Felix runs only one transfer per call, choosing the action whose trigger best matches the conversation. Routing by contact attributes such as state or zip code is not available today.
🗒️ Note: Configuring Felix requires account settings access. Learn more about roles and permissions.
Get notified when Felix hands off
You choose whether Felix notifies you on just your own handoffs or on every handoff across the account. Each teammate sets their own handoff alerts, so people only hear about the handoffs that matter to them.
To adjust your handoff alerts, go to Settings > Notifications and find the Handoff topic under Felix AI. You can set the scope and turn on In-App, Email, or both. Learn more about notifications.
Take over from Felix manually
You do not have to wait for a handoff. Open the contact in Conversations and click Take over on the Felix activity card, then confirm in the Take over from Sales Agent? prompt.
Sales Agent stops working that contact, and the conversation becomes yours to manage. Learn more about taking over a conversation.
Frequently asked questions
- Can Felix transfer an inbound call?
- Warm and cold transfers apply to calls Felix places. Felix answers inbound calls on its own number but cannot transfer an inbound call to a teammate today.
- Are call recordings and transcripts synced to my CRM?
- No. Call recordings, transcripts, and Felix's conversation activity stay in Fello.
- What is the difference between a warm and a cold transfer?
- On a warm transfer, Felix introduces the contact before connecting them. On a cold transfer, Felix connects the call without an introduction.
- Do I need a Copilot seat to receive a handoff?
- No. A teammate with a phone number configured can receive a transferred call. To call, text, or email the contact yourself in Fello after the handoff, you need a Copilot seat. Learn more about Copilot seats.
- Does my team get a call on every handoff?
- No. A teammate is called only on a live transfer, which happens during a call when the contact agrees to be connected. Other handoffs, such as those from a text conversation or a contact who is interested but not ready to talk yet, notify your team and appear in the Handoff inbox, but no call is placed. A high handoff count does not mean an equal number of calls.
- Is the call still recorded after a warm transfer connects?
- Yes. Fello records both sides of the call, including the part after Felix connects you with the contact. Recordings stay in Fello.