Warm transfers give you the ability to speak privately with a colleague or third party before connecting them with your customer. This ensures they have all the context they need to provide seamless support from the moment they join the call.
A warm transfer lets you briefly speak with the person you're transferring to before they connect with the customer. During this time, the customer is placed on hold while you share relevant details, background information, or specific issues that need attention.
This is different from a cold transfer, where the call is immediately handed off without any prior conversation.
Follow these steps to successfully complete a warm transfer:
Select the transfer type - Choose Talk to transfer first from the dropdown in the calling modal
Choose your recipient - Select a saved contact from the list or enter a new phone number using the dial pad
Wait for them to answer - Digital IVR will call the recipient while your customer is automatically placed on hold
Share the context - Speak privately with the recipient and provide any relevant information about the customer or their issue
Complete the transfer - When you're ready, click the green Transfer button to connect the recipient with your customer
There are two possible outcomes when you complete a warm transfer:
Successful Transfer If the recipient answers the call (or it routes to their voicemail), the transfer is successful, and you'll be disconnected from the call. The recipient is now connected with the customer.
Unsuccessful Transfer: If the call isn't answered or is rejected by the recipient, the transfer won't go through. You'll remain on the call with your customer and can try transferring to someone else or continue handling the call yourself.
