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Overview

Call transfer helps you seamlessly hand off calls to the right team member for better customer service. Choose from three transfer methods based on your needs: cold transfers for quick handoffs, warm transfers for consultations, or transfers with notes for context sharing.
Call transfer is available on Business and Scale plans. Upgrade your plan →

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Transfer methods

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Cold transfer

Transfer a call directly to another person and immediately disconnect from the conversation. Best for: Quick handoffs when the recipient doesn’t need background context.

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Warm transfer

Place the caller on hold, consult with the recipient first, then introduce them before disconnecting. Best for: Complex issues requiring background explanation or when introducing specialists.

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Transfer with note

Send a written message with the transfer to provide context without speaking to the recipient first. Best for: Providing context when the recipient isn’t immediately available.

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How to transfer calls

  1. During an active call, click the Hold button ⏸️ to place the caller on hold
  2. Click the ”…” menu next to the hold option
  3. Select Transfer call
Call transfer menu on desktop
  1. Choose your transfer method:
    • Search by name: Find a team member in your workspace
    • Enter phone number: Transfer to any external number
    • Add transfer note: Include context for team members
Transfer interface showing note option
  1. Click Transfer to complete the handoff
  2. For warm transfers: Stay on the line to introduce the parties, then hang up

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Transfer notes for team members

When transferring to workspace team members, include helpful context:

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What to include

  • Caller’s name and company
  • Reason for the call
  • Previous conversation history
  • Urgency level
  • Specific questions or requests

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Example notes

  • “Sarah from Acme Corp - needs help with billing issue from last month”
  • “New customer interested in Business plan features”
  • “Existing client having technical problems with mobile app”
The transfer note appears with the incoming call notification, giving your teammate immediate context:
Transfer note appearing with incoming call

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Troubleshooting