Customize the sales-agent call script and transfer handoff
Tailor the context, transition, and transfer scripts a SAMI sales-agent bot uses before handing a warm lead to your team.
A sales-agent bot does more than ask questions — it explains why it's calling and hands the lead off to a live agent. These extra script fields live in the What should SAMI say? section and let you control every line around that warm transfer.
Where the sales-agent script fields live
Open your bot from SAMI Bots and go to the What should SAMI say? section of the editor. When the bot is an outbound sales agent, you'll see fields you won't find on an inbound-only bot. They wrap around your qualification questions: context and a transition line before the questions, then the two transfer scripts after them.
These fields only appear for sales-agent bots. If you don't see them, the bot is inbound-only — see the article on choosing between the two bot types.
Edit the script around the transfer
Set the lead source context
In the Sales-agent call script block, fill in Lead source context — a plain sentence explaining why SAMI is calling, like "Visited your website and submitted their information to view homes online." SAMI uses this to ground the conversation so the call doesn't feel cold.
Write the question transition
Use the Question transition field for the bridge line that moves SAMI naturally from the opening into your qualification questions. Keep it casual — it's the connective tissue, not a script to read word for word.
Ask permission before transferring
In the Transfer request script block, write what SAMI says to get the lead's okay before connecting a live agent, for example: "I'd love to connect you with an agent on our team. Does that work for you?" This is a quick permission ask, not the handoff itself.
Write the handoff overview
In the Transfer handoff script block, edit the Handoff script — the two-to-three-sentence, three-way overview SAMI gives your human agent right before she drops off the call. This is where she summarizes who the lead is and what they want so your agent steps in fully briefed.
Use variables to make the handoff natural
The handoff script supports variables, so SAMI can speak the lead's real details instead of generic placeholders. Pull in the lead's name and phone, plus any captured answers from your qualification questions, and the handoff sounds like a real introduction rather than a template.
Don't leave the handoff script blank. A new bot ships with a canonical default for exactly this reason — an empty handoff makes for a confusing three-way moment where SAMI goes quiet instead of introducing the lead. Edit it to fit your brand, but always keep a line in place.
Once your scripts read well, test the full flow end to end and confirm the live transfer connects the way you expect. You can fine-tune transfer routing and availability in phone settings, and review how individual calls played out from Agent activity.
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Last updated 2026-06-21