Call Transfer
Move live calls to the right person.
Call transfer moves an active call from one agent or extension to another. How the transfer is handled determines whether the customer needs to re-explain their issue or picks up exactly where they left off.
Definition
What is a call transfer?
A call transfer moves an in-progress call from the current agent or extension to a new destination. The transfer type determines whether the receiving agent is briefed on the call before it connects.
Transfer Types
Blind, warm, and assisted transfers
| Type | What Happens | Customer Experience | When to Use |
|---|---|---|---|
| Blind Transfer | Call transferred immediately without the receiving agent being notified first | Customer may need to re-explain their situation to the new agent | Simple routing when context is not needed — transferring to a general queue or voicemail |
| Warm Transfer | Transferring agent speaks to receiving agent first, then connects the customer | Customer is introduced with context — the receiving agent already knows the situation | When a handoff briefing improves the interaction — escalations, qualified leads, complex issues |
| Assisted Transfer | Transferring agent remains on the call alongside the receiving agent during handoff | Smooth three-way transition — no gap in the conversation | Complex issues needing agent-to-agent coordination before the original agent drops off |
Customer Experience
Why transfer type matters
Every time a customer has to re-explain their issue, they experience friction. If a caller has already described their problem to one agent and is then transferred without context to a second agent who asks them to start over, the interaction becomes frustrating regardless of how quickly either agent responds.
Warm transfers reduce this friction directly. The receiving agent is briefed before the customer connects — so the conversation continues rather than restarting. This matters most in escalations, specialist handoffs, and sales transfers where the context gathered in the first part of the call has real value.
Blind transfers are appropriate when context is not needed — routing a call to a general queue, leaving a voicemail, or transferring to a department that will gather its own information regardless.
Choosing the right transfer type for each situation is one of the simplest ways to improve customer experience in a contact centre without changing any other part of the workflow.
Workflow
How a warm transfer works
Caller reaches agent
The customer calls in and connects to the first agent. The agent gathers the relevant information and identifies the correct destination for the call.
Agent identifies correct destination
The agent determines which team member, specialist, or department is best placed to help — based on the issue, the customer's account type, or the nature of the request.
Agent speaks to receiving agent
The transferring agent places the customer on hold and calls the receiving agent. They announce the caller, explain the context, and confirm the receiving agent is ready.
Call transferred with full context
The customer is connected to the receiving agent, who already knows the situation. The conversation continues without the customer needing to repeat themselves.
Use Cases
Common transfer scenarios
Support Escalation
A frontline support agent warm-transfers a complex technical issue to a tier-2 specialist. The specialist receives the case summary before the customer connects — no repetition needed.
Sales Handoff
An SDR qualifies a prospect and warm-transfers them to an account executive. The AE is briefed on the prospect's interest and situation before the call connects — the conversation picks up mid-qualification.
Department Routing
A reception agent speaks with a caller to understand their need, then warm-transfers to the correct department with a brief introduction — rather than blind-transferring and leaving the department to re-gather context.
FAQs
Call Transfer FAQs
What is a call transfer?
A call transfer moves an in-progress call from the current agent or extension to a new destination. The transfer type determines whether the receiving agent is briefed on the call before it connects, and whether the transferring agent stays on the line during the handoff.
What is a blind transfer?
A blind transfer — also called a cold transfer — moves the call to the destination immediately, without the transferring agent speaking to the receiving agent first. The call connects as soon as the destination answers. The customer may need to re-explain their situation to the new agent.
What is a warm transfer?
A warm transfer — also called a consultative transfer — involves the transferring agent speaking to the receiving agent before the customer is connected. The transferring agent introduces the caller and explains the context of the call. The customer then connects to the receiving agent with the context already in place.
What is the difference between a warm and a blind transfer?
The key difference is customer experience. In a blind transfer the customer is moved immediately and typically needs to re-explain their issue. In a warm transfer the receiving agent is briefed before the customer connects, so the conversation continues with context rather than starting over. Warm transfers take slightly longer but produce a better experience for complex or sensitive issues.
Can calls be transferred to external numbers?
Yes. Call transfers can be directed to external phone numbers, not just internal extensions. This includes mobile numbers and numbers outside the organisation.
What happens if the destination doesn't answer during a transfer?
If the receiving destination does not answer, the behavior depends on configuration. The call can return to the transferring agent (recall), go to the destination's voicemail, or route to a fallback queue. The configured fallback behavior applies in cases where the transfer cannot complete.
How does call transfer differ from call forwarding?
Call transfer is a live-call action — an agent has already answered the call and then moves it to another destination. Call forwarding is a pre-call routing rule — the call is redirected before it is answered at the original extension. Transfer is triggered by an agent decision mid-call; forwarding is automated by a configured rule.
Can supervisors transfer calls on behalf of agents?
Yes. Supervisors with access to supervisor tools can move calls, including transferring active calls on behalf of agents. This is useful when a supervisor monitoring a call identifies a better destination before the agent initiates a transfer.
Related guides and features
Give every transfer the right context
Configure blind, warm, and assisted transfers across your team — with supervisor tools to monitor and assist mid-call.