Live Transfer (Warm) 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 setup your warm live transfer.
Not a visual learner? No worries! Walk through the step-by-step instructions below.
What is a Warm Transfer?
A Warm Transfer allows the agent to provide the transfer recipient with relevant call information before the transfer occurs. While the recipient reviews the details, the agent remains on the line with the customer, answering questions and maintaining engagement until the transfer is completed.
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 transfer calls to.
Optional:
- If the desired number is not available, click Add New Number.
- Enter the contact's information and click Add Number.
3. Set the Primary Transfer Recipient
- If multiple transfer numbers are selected, choose the primary transfer route.
- Click Set as Primary on the preferred recipient.
4. Configure Call Routing
Choose how transfers should be distributed:
Round Robin
- Distributes calls evenly among all selected transfer 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 can occur.
- Click + Add Hours to add additional availability blocks.
- Use the trash icon to remove availability entries.
6. Configure Transfer Type
- Under Type of Transfer, select Warm.
7. Create the Warm Transfer Prompt
- Enter the message the agent should use while initiating the transfer.
- To personalize the message with contact information, click the { } icon to insert custom variables.
Example Prompt:
"I've started the transfer now. While we connect, I'm going to pass along a quick summary of what we talked about, including the reason for your call. While we wait, feel free to ask me any questions."
8. Save Your Configuration
- Click Save to apply the transfer settings.
9. 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 Warm Transfer → Create Transfer Prompt → Save → Enable Live Transfer.