Warm transfers allow you to confer with another agent in your organization before transferring a customer or prospect to them, or to consult with another agent while your call is on hold.
Please note: in order to utilize warm-transfer functionality, you must be on a flow call with the Contact Card open.
Step 1: Click Transfer – a light-blue button on the main panel of the Contact Card.
Step 2: Type the name of the member you're looking for into the search field that pops up.
Step 3: Click the member you would like to confer with or transfer to.
The following steps depend on your objective.
To consult with the member (with optional warm transfer)
Step 1: If you would like to discuss something with this member, click Consult. Your call will be placed on hold and you will be connected with the member.
Step 2a: If you would like to transfer your client or prospect to the new member, click Connect Parties.
Step 2b: If you would like to return to your client or prospect, click Cancel Consult.
To cold-transfer to the member
Step 1: Click Transfer Call. Your call will end and your client or prospect will be transferred to the new member