14 December: Warm Transfers

New Features

In this closed-beta release, we're excited to introduce warm transfers to the Zailab Contact Card. Warm transfers allow agents to consult with another member in the organization in the middle of a live call. This allows agents to:

• cold-transfer a customer to another agent who is better able to assist with an issue
• discuss a customer's case with another agent while the customer is on hold, then either:
  • return to that customer or
  • warm-transfer the customer to the new agent

Certain beta customers can access warm transfer functionality via two new buttons on the Contact Card – Consult and Transfer – as shown on the screenshot above.