This guide explains how to transfer calls in CloudTalk Phone, including warm and cold transfers, when to use them, and what happens if a transfer fails.
User Level:
Agent
Call transfers are a crucial feature in any customer service environment, allowing businesses to route calls to the most appropriate agent or department for quicker resolutions. By offering seamless transfers, companies can minimize wait times and enhance the overall service experience for their customers.
Types of Call Transfers
Warm Transfer
You speak with the next agent (or group/external contact) before transferring the call. This ensures the new recipient is prepared and creates a smoother, more personal customer experience.Cold Transfer
The call is routed directly to the next recipient without an introduction. This is faster but works best when the transfer is straightforward and requires no context.
How to Transfer a Call With CloudTalk
Start or answer a call.
Once a call is ongoing, open the on-call actions menu at the bottom of the CloudTalk Phone app.
2. Click the Transfer icon.
You’ll see a menu of available contacts, divided into tabs:
External Contacts – saved external numbers.
Internal Contacts – teammates, agents, or groups in your company.
3. Choose who to transfer to.
After selecting a contact, you’ll see two options:
Transfer now – immediately pass the call to the selected recipient.
• Talk to [Contact] first – mute the customer, speak briefly with the next agent or group, then confirm the transfer when ready.
Tip: Why choose "Talk to [Contact] first"?
Use this option if the next person needs context, or if you want to check availability before completing the transfer. It helps avoid frustration for the customer and ensures a smoother handoff.
Handling Failed Transfers
Warm transfer: If the next person doesn’t answer, you stay connected with the customer. You can try another transfer or handle the call yourself.
Cold transfer: If the next person doesn’t answer, the call ends immediately.
To understand how transferred calls are displayed in reporting and analytics, check out our Call Log and Dashboard Overview guides
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!