Consuelo supports both cold and warm transfers, allowing you to redirect calls to colleagues or external numbers.
Transfer Types
Cold Transfer
The caller is transferred directly to the new recipient without any consultation. The original agent drops off the call immediately.
When to use:
- You need to quickly redirect a customer to the right person
- The recipient is available and ready to take the call
Warm Transfer
The agent consults with the transfer recipient before completing the transfer. The customer is placed on hold during the consultation.
When to use:
- You need to brief the recipient on the call context
- You want to ensure the recipient is available before transferring
Initiating a Transfer
Cold Transfer
- During an active call, click Transfer
- Enter the recipient’s phone number or search for a contact
- Select Cold Transfer
- Click Transfer Now
- Your line disconnects and the parties are connected
Warm Transfer
- During an active call, click Transfer
- Enter the recipient’s phone number or search for a contact
- Select Warm Transfer
- Click Consult & Transfer
- The customer is placed on hold
- Speak with the recipient privately
- Click Complete Transfer to connect them, or Cancel to return to the customer
- Click Transfer during a call
- Start typing in the search field
- Select the contact from the dropdown
- Choose cold or warm transfer
- Complete or cancel the transfer
External Transfers
You can transfer to any phone number, not just contacts in your CRM:
- Click Transfer
- Select External Number
- Enter the phone number
- Complete the transfer
International transfers may incur additional charges. Check your Twilio
billing settings for rates.
Transfer Best Practices
- Warm transfers are recommended for better customer experience
- Always inform the recipient of the caller’s inquiry before completing a warm transfer
- Use cold transfers only when you’re certain the recipient can handle the call immediately
