Five9 AI voice agents behind your IVR script
A Five9 IVR script sends calls to a Cartesia agent's phone number, and the agent transfers the rest back to a number on your inbound campaign.
Overflow agent
Handles overflow calls and passes the rest to Five9.
Instructions
Answer office hours, ID card and payment due date questions. Transfer claims, policy changes and billing disputes to the Five9 inbound campaign number.
- Handoff
- Five9 inbound campaign
Connected tools
- Transfer to Five9 campaignTransfer
What a Five9 AI voice agent can do
Open one to watch a call. The grey lines are the tools the agent calls mid-sentence.
The Third Party Transfer module in a Five9 IVR script sends calls to the agent's number, for example after hours or on overflow.
The agent answers questions from its instructions, such as office hours and where to find an ID card, and ends the call itself.
Calls that need a licensed agent, such as policy changes, go to a DNIS on one of your Five9 inbound campaigns.
Five9 settings
These are fields from Five9's Third Party Transfer module and campaign DNIS docs.
- Module
- Third Party Transfer, in a Five9 IVR script.
- Third Party Number
- The agent's number with no leading 1 and no dashes. Use 10 digits unless your domain is enabled for
E.164. - Max Time of 3rd Party Call
- Up to 3600 seconds. Set it longer than your longest agent call.
- Ringing Timeout
- Up to 30 seconds.
- Way back
- A DID or toll-free number on the inbound campaign's DNIS tab.
Set it up
A phone hand-off in both directions. There is no Five9 connector. The agent's number is an ordinary phone number that Five9 dials as a third party. Vendor details read in November 2026.
Give the agent a number
Import a number from Twilio or connect a SIP trunk number. Transfers work only on Twilio and SIP trunk numbers, not on Cartesia numbers.
Add a Third Party Transfer module
In the IVR script for the calls you want the agent to take, add a Third Party Transfer module and enter the agent's number as the Third Party Number.
Set the way back
In the VCC Administrator, add a DID or toll-free number to an inbound campaign on its DNIS tab. Add a Cartesia transfer rule to that number.
Test both directions
Call in, reach the agent through the IVR, and ask for a person to land back in the campaign.
Before you build
Transfers are cold
The Five9 agent gets the call, not the conversation. Have the agent tell the caller where it's sending them before it transfers.
Returning the call inside Five9
The module also has a Return After 3rd Party Call option. Five9 says data transfer with a third party needs extra configuration from your Five9 representative.
Use cases for teams on Five9
More integrations
Enterprise-grade security
HIPAA compliant
SOC 2 Type 2
GDPR
Five9 AI voice agent FAQs
Does Five9 have AI voice agents?
Yes. Five9 sells AI Agents, the next generation of its Intelligent Virtual Agents, as part of its Genius AI suite. A Cartesia agent is separate. A Third Party Transfer module in your IVR script sends the call to the agent's phone number, and the agent transfers back to your inbound campaign. There is no Five9 connector for Cartesia.
Can I use my own AI agent with Five9?
Yes, as a third party on the phone network. Five9 dials the agent's Twilio or SIP trunk number from an IVR script, and the agent transfers back to a DID or toll-free number on an inbound campaign. A Cartesia agent calls webhook tools you define in your own systems and uses the voice and model you choose.
How do I send Five9 calls to an AI agent?
Add a Third Party Transfer module to the IVR script and enter the agent's number as the Third Party Number, with no leading 1 and no dashes. Use 10 digits unless your domain is enabled for E.164. Set Max Time of 3rd Party Call, up to 3600 seconds, longer than your longest agent call.
Can the agent send callers back into a Five9 campaign?
Yes. In the VCC Administrator, add a DID or toll-free number to an inbound campaign on its DNIS tab, then add a Cartesia transfer rule to that number. Transfers work only on Twilio and SIP trunk numbers, not on Cartesia numbers. The transfer is cold, so the Five9 agent gets the call but not the conversation.
Can one Five9 number reach two campaigns?
No. Five9 assigns each DNIS to one inbound campaign or one agent DID. If the agent needs to send callers to two campaigns, give each its own number and add a transfer rule for each in Cartesia.
Who bills the minutes on a Five9 third party transfer?
Cartesia charges $0.03/min, plus LLM usage and telephony. Twilio or your SIP carrier bills the agent's number. Check your Five9 contract for how it bills the third party leg.
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