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Sarankumar
January 7, 2026
Question

Warm Transfer to Zendesk Agent (Group)

  • January 7, 2026
  • 2 replies
  • 31 views

Hi Team,

We are currently using Twilio voice calls to connect users with an AI voice agent. We want to implement a warm transfer where the live call is transferred from Twilio to an available Zendesk agent, along with the full conversation context.

At present, when we attempt to connect Twilio to a Zendesk group, it only creates a Zendesk ticket and does not transfer the live call to a human agent.

We are looking for guidance on how to enable a true warm transfer of the active call from Twilio to Zendesk agents.

    2 replies

    Francis14
    Francis14Employee
    Employee
    January 7, 2026
    Hi there!
     
    Currently, the integration between Twilio and Zendesk Support primarily allows for creating tickets based on calls, but does not support transferring a live voice call directly into the Zendesk Talk queue or to a Zendesk agent. This is why when connecting to a Zendesk group via Twilio, a ticket is created instead of the call being transferred live.
     
    Gabriel22
    Gabriel22
    January 16, 2026

    Hi @francis14 

    Do you know if the integration with CloudTalk allows warm transfers to Zendesk agents? I'm wondering if this is an issue specifically related to Twilio or to any VoIP provider.

    Thank you

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