Your team is made up of multiple people, so you can’t always guarantee an incoming call is answered by the right person. When responding to calls from your mobile app, you’ll need to follow these steps to hand the call off.

Transferring an Inbound Call #

• Pick up any incoming call on your mobile app, and tap Transfer at the top-right corner.
• Choose a staff member from your contact list, staff list, the dial pad, or recent calls.
• Select Warm Transfer (Call and Hold) or Blind Transfer (Transfer and End) based on your handoff needs.
• If needed, leave or end the call.

Once you initiate a warm transfer, you can view all the call participants in a scrollable bottom list, remove other participants, or end the call for all participants or leave without ending it for the others.

Frequently Asked Questions #

How do I start a call transfer on the mobile app? #

Pick up the incoming call, then tap Transfer in the top-right corner of the call screen.

Who can I transfer a call to? #

You can choose a staff member from your contact list, staff list, the dial pad, or your recent calls.

What is the difference between a Warm Transfer and a Blind Transfer? #

A Warm Transfer (Call and Hold) lets you speak with the recipient before handing off, while a Blind Transfer (Transfer and End) sends the call directly and ends your involvement.

Can I see who is on the call during a warm transfer? #

Yes. During a warm transfer you can view all call participants in a scrollable list at the bottom of the screen.

Can I remove a participant from the call? #

Yes. You can remove other participants, end the call for all participants, or leave the call without ending it for the others.

Why would I transfer an inbound call? #

Transferring ensures the caller reaches the right team member, which is helpful when the person who answered is not the best fit to handle the request.