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: While on a call click on the “Check Member Availability” – a light-blue button on the interaction history panel of the Contact Card.
Step 2: Click on the search bar to browse for the relevant member or type in the member's name to find them more easily.
Step 3: Click the member you would like to consult with and then click on the “Consult’ button. The client will automatically be put on hold, and a call will start between yourself and the selected member.
Step 4: Once your call has connected with the selected member simply provide them with the relevant information and then click on the “connect parties” button to connect the member and the client. Alternatively, you can select "cancel" to end the call with the and be connect back to the client.