Glossary
Warm transfer
A warm transfer is a call handover where the person or system answering first introduces the caller and their request to the next person before connecting them, so the caller does not have to start over.
Explained
Warm transfer, explained
In a cold transfer, the caller is put straight through to another line with no introduction. If that line is busy, the caller may end up in voicemail and repeat their story later. In a warm transfer, the first person stays on long enough to brief the colleague, then connects the call.
Phone systems and answering services handle this in different ways. Some place the caller on hold while they speak to the colleague; others join everyone on a short three-way call. The aim is the same; the next person already knows who is calling and why.
For a small business, the main question is what happens when the right person cannot take the call right away. A clear callback process with the details already written down often serves callers better than a transfer that rings out.
Not available in Voxipo
Warm transfer and Voxipo
Live call transfer is not currently available in Voxipo. Calls that need a person are saved with the recording, transcript, summary and callback details, so your team can call back with the context already in hand. If every call must reach a person immediately, a human answering service may suit you better.
Questions
Warm transfer: FAQs
Can Voxipo hand a call over to my team during the call?
Not currently. Voxipo saves the call with a summary and callback details for your team instead.
What is the difference between warm and cold transfers?
A warm transfer includes an introduction to the next person before connecting; a cold transfer connects the caller with no introduction.