Can we delay transferring a call until after the AI Summary is delivered?

Hey there ​@Pia SD , 

Thank you for joining the Zoom Community! Great question — and definitely a common challenge! The answer varies quite a bit depending on your setup.

If you're using Zoom Contact Center (ZCC)

Good news — there's a native mechanism designed for exactly this scenario.

When transferring an engagement in ZCC, the flow is built so the receiving agent must manually accept the transfer before the call is fully bridged. This gives the agent a window to review the AI-generated summary and engagement context surfaced in their agent desktop before the call connects.

The key is making sure your routing flow is not configured to auto-answer on the agent side — if it is, that review window disappears. Keeping it on manual accept is the recommended approach here.

If you're using Zoom Phone

This is trickier. In Zoom Phone, AI-generated call summaries are typically delivered post-call (via call history or email notification) rather than at the point of transfer — so there isn't a native way to surface a summary to the receiving agent before the call hits them.

A few workarounds to consider:

• Manual warm transfer — the transferring agent verbally briefs the receiving agent before completing the transfer, effectively acting as the "summary."
• Third-party CRM/screen pop integration — if your AI summary is being pushed to a CRM, you may be able to trigger a screen pop ahead of the transfer via webhook or API.

If you're using a third-party CCaaS platform

Options like adding a short hold/delay step in your IVR or transfer flow (after the summary is pushed to the agent desktop but before the call bridges) may be available depending on your platform. A whisper message or pre-queue announcement window can also serve as a review buffer.

Hope that helps narrow it down!