Introducing whisper messages and press-1 handoff
Give agents context before they say hello, and let callers opt into a live transfer with a single keypress.
Context before hello
A whisper message plays only to the agent as the call connects — a short private brief such as "Sales lead from the pricing page." The caller never hears it, but the agent starts the conversation already informed.
It is a small feature with an outsized effect on how prepared your team sounds.
Press 1 to talk to a human
Automation is great until a caller just wants a person. Press-1 handoff gives them a clear, immediate exit to a live agent at any point in the flow.
Offering the option early actually reduces how often people use it — callers relax when they know a human is one keypress away.
Setting it up
Both features live in the flow builder. Drop a whisper node before a ring group, and add a press-1 branch wherever you want to offer a live transfer.
No code, no phone-system jargon — just drag, drop, and save.
The result
Together, whisper and press-1 make automated flows feel human. Agents sound prepared, callers stay in control, and nobody gets trapped in a menu.
Both are available now on every workspace.
