Skip to main content
Human Operators lets members of your team answer calls that an AI agent hands off. Operators go online in the Callers dashboard, join queues, and take calls in the browser, with no phone or softphone app needed. When a call arrives, the operator sees a summary of the conversation so far, so the caller doesn’t have to repeat themselves. Use it when some calls need a person: a qualified lead ready to buy, a complex support case, or a caller who asks for a human.
This feature is enabled per account. Contact support@callers.ai to turn it on.

​
How it works

1

An admin creates a queue

A queue is a group of operators who handle the same kind of call, such as “Sales” or “Billing”.
2

Operators go online

Operators open Human Operators, join queues, and turn on I’m Available.
3

An agent transfers a call to the queue

A Call Transfer step in the script, or a guardrail, sends the call to the queue.
4

An operator answers

Available operators in the queue are rung according to the queue’s ring strategy. The first to accept gets the call, with the handoff summary.

​
Set up queues

Only admins can create, edit, and delete queues and manage their members.
1

Open the queues

Go to Human Operators in the sidebar and click the Active Queues pill at the top of the page.
2

Create a queue

Click Create new and fill in the settings below.
3

Add operators

Under Add operator, click Add next to each team member. A team member appears in this list after they’ve opened the Human Operators page once.
4

Save

Click Save.
Create a queue form with a Queue Name field, Ring Strategy set to Longest Idle First, Ring timeout of 20 seconds, and Max wait of 300 seconds

The Create a queue dialog: queue name, Ring Strategy, Ring timeout, and Max wait.

​
Queue settings

​
Ring strategies

Use Ring all at once for small teams where speed matters most. Use Round robin or Longest Idle First to share calls evenly across a larger team.

​
Operator presence

Any team member can open Human Operators and act as an operator. To take calls, an operator must be in a queue and available.
  • Join or leave queues: open Active Queues, then click Join on a queue under Available queues, or Leave from a joined queue’s ⋯ menu.
  • Go online: turn on I’m Available. You’ll see You’re online. Turn it off to stop receiving calls.
Queues window with a Create new button, a Joined section listing Customer Support and Billing and Payments, and an Available queues section listing four more queues with Join buttons, each card showing member counts and its ring strategy

The Queues window: queues you've joined at the top, other queues with a Join button below.

When you accept a call, you’re marked busy automatically. When the call ends, you’re available again. Your browser keeps the connection alive in the background. If you close every Callers tab, you go offline about 90 seconds later. Callers remembers that you were online and reconnects you the next time you open the dashboard.

​
Take a call

When a call arrives, an incoming call window appears on any page of the dashboard and a ringtone plays. It shows the caller’s number and name, the Handoff summary from the AI agent, and any Boundaries the contact has asked for (from contact memory).
  1. Click accept to answer, or decline to pass the call to the next operator.
  2. The Human Operators workspace opens with the call.
  3. During the call, use Hold / Resume, Mute, and End.
The workspace has three columns:
  • Left: the current call and your recent conversations.
  • Middle: the live transcript, including the AI agent’s part of the call and the handoff summary.
  • Right: Contact Summary (contact details, summary items, notes) and Interactions (the contact’s past conversations).
If you move to another page during a call, a small On call widget stays on screen with a timer and a hang-up button.
Human Operators workspace with the Active Queues and I'm Available controls, a Current Call card with Hold, Mute, Transfer, and End buttons above a list of conversations, a transcript with the AI agent's handoff summary in the middle, and a Contact Summary panel with Boundaries, Contact Details, Summary Items, and Notes on the right

The Human Operators workspace during a call: call controls and conversations on the left, the transcript in the middle, the Contact Summary on the right.

Your browser asks for microphone access the first time you go online. Allow it, or calls can’t connect. Use a headset for the best audio.
Your account’s access settings apply here too: operators without access to phone numbers or transcripts see them hidden, as elsewhere in the dashboard.

​
Route calls to a queue

​
From a Call Transfer step

1

Add a Call Transfer step

In the script editor, add a Call Transfer step where the agent should hand off, for example after the lead confirms interest.
2

Choose Human operator

In the destination, select the Human operator tab and pick a queue under Queue.
3

Set up the handoff

Keep Warm Transfer on to give the operator a summary of the conversation. With a queue as the destination, the summary is shown to the operator only.
See Call transfers for all transfer options.

​
From a guardrail

A guardrail can hand a conversation to a person when it’s triggered. Set its action to Transfer to human, choose the Human operator tab, and select a queue. The Transfer message is spoken to the caller before the handoff, for example “Let me connect you with a member of our team.” In call history, these calls show Call Forwarded to Human operator.

​
What happens when nobody answers

If no operator in the queue is available, or every operator declines or doesn’t answer within the ring timeout, the call ends. There’s no automatic fallback to the AI agent or to voicemail. Make sure operators are online during the hours your agents transfer calls, or limit transfers to those hours in your script.
Callers waiting for an operator hear silence; there’s no hold music.

​
Troubleshooting

The feature isn’t enabled for your account. Contact support.
Check that you’ve joined the queue the agent transfers to (open Active Queues and look under Joined), and that I’m Available is on.
They need to open the Human Operators page once to be registered as an operator.
Only admins can create and edit queues. Any operator can join or leave them.
The list shows only active queues. Ask an admin to create one.

Call transfers

Cold and warm transfers to phones, SIP, and queues.

Instructions and guardrails

Hand off when a guardrail is triggered.

Team and permissions

Manage admins and member access.

Contact memory

The boundaries and notes operators see.