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Release notes

Smarter call escalations with warm transfers

29, Sep 2025

We are excited to announce the release of warm transfers for Telnyx Voice AI Agents, a feature that brings true continuity to your AI-powered call flows. Now when a call is transferred, whether to a human assistant or another AI agent, Telnyx automatically passes along key context from the conversation so customers never have to repeat themselves.

This feature eliminates one of the most frustrating pain points in automated voice systems and enables more dynamic, multi-agent workflows that mirror-real-world service processes. Whether you’re escalating to a live agent or chaining multiple AI agents to complete a task, every transition is now seamless and informed.

What's new

Telnyx Voice AI Agents now support warm transfers during live calls. Instead of dropping the call or starting from scratch, the system:

  • Transfers the caller to another AI or human agent.
  • Passes along the conversation context in real time (e.g., user inputs, assistant responses, detected intents, and collected data).
  • Ensures that the next agent can pick up exactly where the first left off.

Why it matters

Warm transfers solve a key friction point in voice automation: the repetitive customer experience.

  • No more repeating information: Customers don’t have to restate their issue when escalating.
  • Smarter AI orchestration: Chain multiple agents with specialized capabilities in a single workflow.
  • Faster resolution times: Agents (human or AI) have everything they need upfront.
  • Improved CSAT and retention: Customers feel heard and supported, not stalled.

Combined with Telnyx’s low-latency infrastructure, this feature makes AI-driven call flows feel human, fast, and frustration-free.

Getting started

It only takes a few minutes to get started.

  1. Sign up or log in to your Telnyx Mission Control Portal account.
  2. Create an AI Assistant using the Create New Assistant API
  3. Add Warm Transfer Instructions to your assistant configuration

Learn More: Explore the Telnyx Developer Docs for additional configuration options