Live Transfer (Cold) Configuration
Learn how to fully customize your agent is correctly configured to handle customer interactions and transfers efficiently.
Scroll through the images/steps below to configure your agent's cold transfer settings.
Not a visual learner? No worries! Walk through the step-by-step guide below.
What is a Cold Transfer?
A Cold Transfer instantly transfers the customer to the selected recipient without any handoff details or agent-generated context being shared beforehand.
1. Enable Live Transfer
- Navigate to the Actions tab within your agent.
- Locate Live Transfer and click Set Up.
2. Select Transfer Numbers
- Click the drop-down menu to view available transfer numbers.
- Select one or more numbers the agent can use for transfers.
Optional:
- Click Add New Number if the desired contact is not already listed.
- Enter the contact's information and click Add Number.
3. Set the Primary Transfer Recipient
- If multiple transfer numbers are selected, designate a primary recipient.
- Click Set as Primary for the preferred transfer destination.
4. Configure Call Routing
Choose how transfers should be distributed:
Round Robin
- Evenly distributes transfers among all selected recipients.
1-to-1
- Routes all transfers to a single designated recipient without rotation.
5. Set Availability
- Select the appropriate time zone.
- Configure the days and hours when transfers are allowed.
- Click + Add Hours to create additional availability windows.
- Use the trash icon to remove availability entries.
6. Select Transfer Type
- Under Type of Transfer, choose Cold.
Note: Unlike a Warm Transfer, no transfer prompt or call summary is provided to the recipient.
7. Save Your Configuration
- Click Save in the bottom-right corner to apply the transfer settings.
8. Enable Live Transfer
- Confirm Live Transfer is highlighted in green.
- A green highlight indicates the feature is enabled and available for the agent to use.
- To disable Live Transfer, toggle the Enable switch off.
Quick Overview
Actions → Live Transfer → Select Transfer Numbers → Set Primary Recipient → Choose Call Routing → Configure Availability → Select Cold Transfer → Save → Enable Live Transfer.