Support fallback to live agents in Voice Agent + customize greeting message

Problem Statement

The AI Voice Agent currently does not support escalation or transfer to a live support agent. When the AI cannot resolve a customer’s request, the caller has no clear way to continue receiving assistance.

Clients need a configurable option within the AI Customer Support settings to define the phone number or routing destination used for live-agent transfers.

User Story

As a client using the AI Voice Agent,

I want to configure a live-agent routing number,

So that callers can be transferred to my support team when the AI cannot resolve their request or when they ask to speak with a person.

Definition of Done

1. Configure greeting message in the AI settings example "Hello..."

2. Add a Live Agent Fallback section under the AI Customer Support settings.

3. Allow clients to enable or disable live-agent transfer.

4. Allow clients to enter and save a valid phone number or routing destination.

5. Define when the transfer should be triggered, including:

6. The caller explicitly asks to speak with a live agent.

7. The AI cannot understand or resolve the request after a defined number of attempts.

8. The requested action is not supported by the AI Voice Agent.

9. Before transferring, the AI informs the caller that they are being connected to a live agent.

10. If the transfer fails or the number is unavailable, the AI provides a clear fallback message.

11. Validate the entered phone number before saving.

12. Display the configured routing number in the settings and allow clients to update or remove it.

13. Record transfer attempts and outcomes in the call logs.