Can the AI transfer calls?

No. The AI cannot transfer or forward a call to another phone number. There's no warm transfer, no cold transfer, and no call forwarding on the voice channel.

When the AI can't help with what a caller is asking, or the caller asks to speak with a person, it escalates instead of trying to move the call. The call stays exactly where it is — escalation means Nassima sends your team a notification with the conversation details, not that the caller gets connected to someone else.

Nassima listens for phrases like these during the call:

• Speak to a human
• Real person
• Representative
• Manager

The caller doesn't need to use those exact words — similar phrasing triggers the same escalation.

You'll find that notification in your Notifications section. What happens after a notification is created, and how escalation works across the other channels Nassima handles, is covered under Human escalation and Notification center. For the rest of how the AI receptionist handles a call from start to finish, see AI-powered inbound calls and Inbound call workflow.

Because the call itself never moves, it's worth making sure someone on your team is actually watching for these notifications while the AI receptionist is answering your phone.