Documentation / Agent tools
Warm transfer (briefed hand-off)
Put the caller on hold, brief a colleague, then bridge them in.
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A warm transfer is an assisted hand-off. The agent puts the caller on hold (with an optional hold message), reaches a colleague on a private line, briefs them on the caller's request, and then bridges the colleague into the call. If the colleague does not answer or declines, the agent returns to the caller.
Requirements#
Add the colleague's destination to the transfer allow-list (Security). You can also set a briefing (what the agent tells the colleague) and a hold message (what the caller hears while waiting).
When to use#
Use it when the receiver needs context before taking the call: support escalations, specialist hand-offs.
Prompt example#
"For account problems you cannot resolve, tell the caller you will bring in a specialist, start a warm transfer, and brief the specialist on the caller's name and the issue."