How to Perform a Warm Call Transfer

Warm call transfers help you hand off a live call to another agent — after you’ve spoken to them privately — so the customer has a smooth and well-informed experience.

This guide explains how warm transfers work, what you and the other agent will see, and what happens during and after the transfer.

What Is a Warm Transfer?

A Warm Transfer (also called a Consult Transfer) allows you to:

• Place the caller on hold (with hold music)
• Consult privately with another agent
• Then choose to:
  • Transfer the call to the agent
  • Add to start a 3-way conference
  • Cancel the transfer and try another agent
  • Resume the call yourself

How to Start a Warm Transfer

1. While on a call, click the Transfer icon in the on-call widget.
2. Use the search bar to find another agent or a category
   • Searching for Agent:
     • You will only see agents who are part of at least one number routing.
     • Their availability status is shown as:
       1. Available
       2. Busy (on a call or in wrap-up time)
       3. Unavailable
   • Searching for Category:
     • Each result shows the number of agents currently available in that category. Categories with no available agents are shown but the transfer action is disabled for them.
3. Select an Available agent or category and send the transfer request.
4. The caller will automatically be placed on hold and hear hold music while the request is sent.

What Happens Next?

For the Target Agent

• Agent transfer — the selected agent receives a transfer request notification, similar to an incoming call.
• Category transfer — the request is broadcast simultaneously to all available agents in that category. The first agent to accept is connected to you.
• They receive a transfer request notification (similar to an incoming call).
• The notification displays the transferor name and indicates it is a warm transfer request.
• If they don’t respond within the Max Answer Time, the request will expire.
• If they accept, a private consultation will start between you and the agent.

During the Private Consultation

While the caller is on hold:

• You and the other agent can speak privately.
• The caller does not hear this conversation.

After consulting, you’ll have four options:

Caller Experience

• The caller hears hold music during the transfer setup.
• Once the transfer is complete:
  • They return to you (if canceled or not completed),
  • Are connected to the new agent (if transferred), or
  • Join a 3-way conference (if the agent selects Add to Call).

Agent Experience

If You Initiate the Transfer

• You can start a transfer directly from the call widget.
• You’ll consult privately with the target agent.
• You can choose to Transfer, Add, Cancel, or Resume the call.

If You’re the Target Agent

• You receive a transfer notification.
• You can Accept or Decline the request.
• If you accept:
  • You’ll speak privately with the original agent.
  • You may take over the call or join a 3-way conference.

Ticket and Recording Behavior

• Only conversations between agent and caller are recorded.
• Agent-to-agent consults are not included in the recording.
• The ticket will show a single recording file and continue as usual.

Summary

Warm transfers help improve the caller experience by letting you pass the call with full context — instead of leaving the next agent guessing.
You stay in control throughout the transfer and can always choose what’s best: transfer, join as a conference, resume, or cancel.