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 tries the next person on your transfer list. Once everyone has been tried, it stays with the caller and takes a message on your behalf. See How to add fallback numbers to a call transfer to set up that list.

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.

Go to Agent on the left sidebar, then click Transfer calls.

Click Add a transfer rule to create a new one, or click an existing rule to edit it.

You will see the option to choose between Cold Transfer and Warm Transfer. Select Warm Transfer.

Below the transfer type, select Take a Message. This ensures that once everyone on your list has declined or missed the call, the receptionist stays with the caller and collects their information. Do not select Send to Voicemail when using warm transfers.

This setting only applies after the last person on your list. If you want the receptionist to try more than one person before it takes a message, add them under Transfer destinations. See How to add fallback numbers to a call transfer.

When a warm transfer reaches you, your receptionist will tell you who is calling and why. You can:

While your receptionist reaches the transfer recipient, the caller hears hold music. You can choose which music they hear.

Go to Agent on the left sidebar, then click Agent Settings.

Choose from four options: