A warm transfer lets your receptionist brief you before connecting a caller. When a call is transferred, your receptionist tells you the caller's name and what they need. You can then accept the call or decline it. If you decline, the receptionist stays with the caller and takes a message on your behalf.
This is different from a cold transfer, where you are connected to the caller immediately when you answer, with no context about who is on the line.
How to set up a warm transfer
1. Open your transfer rules
Go to Agent on the left sidebar, then click Transfer calls.
2. Add or edit a transfer rule
Click Add a transfer rule to create a new one, or click an existing rule to edit it.
3. Select Warm Transfer
You will see the option to choose between Cold Transfer and Warm Transfer. Select Warm Transfer.
4. Set the fallback to Take a Message
Below the transfer type, select Take a Message. This ensures that if you decline the call, the receptionist stays with the caller and collects their information. Do not select Send to Voicemail when using warm transfers.
How to accept or decline a warm transfer
When a warm transfer reaches you, your receptionist will tell you who is calling and why. You can:
Press 1 to accept the call and be connected to the caller
Stay on the line to accept the call
Hang up to decline. The receptionist will take a message on your behalf.
How to change hold music
While your receptionist reaches the transfer recipient, the caller hears hold music. You can choose which music they hear.
1. Open Agent Settings
Go to Agent on the left sidebar, then click Agent Settings.
2. Select your hold music
Choose from four options:
Ringing
Gentle guitar
Marimba
Soft keys
