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Freshdesk Contact Center allows you to transfer calls to another agent, team, or contact available within your account. Additionally, you can transfer calls to an external number

Call transfers are useful when you think that another team member has better expertise to resolve a customer's query, or sometimes, customers may want to talk to a specific agent. This helps deliver faster resolutions to the customer without making them go around in circles or hold the line for too long.

User Requirements

Agents, supervisors, admins, and account admins can transfer calls.

Types of Call Transfers

You can initiate two types of call transfers:

  • Warm Transfer
    A warm transfer allows you to have a brief conversation with another agent or a contact in your team before transferring the call to the customer. You can provide all the necessary details about the customer's query to another agent so that the customer does not have to repeat their question.
  • Cold Transfer
    Unlike a warm transfer, this option directly transfers the call to the second agent you selected. The second agent can choose to accept or reject the call.

When you initiate a warm or cold transfer, the customer will be put on hold until the other agent accepts the call.

To initiate a warm/cold transfer:

  1. During a live call, click on the phone icon at the bottom to see the active (online) agents or contacts. You can use the search bar at the top to search for the names.
    When you enter a letter or a number, the search results display all the agents, teams, or contact names having the letter or number you entered. To see the team's active agents, click on the arrow next to the team/group name. The number next to the team name indicates the number of active/online agents in that team.

    Note: The contact names you see are the names you added/imported to your account.
  2. Warm Transfer
    To initiate a warm transfer, select the agent, team/group, or contact and click on the forward icon.
    Note that you can initiate a warm transfer only to individual agents within a team/group. For this reason, the warm transfer icon will not be visible next to the team name.
  3. Cold Transfer
    To initiate a cold transfer, select the agent, team/group, or contact and click on the phone icon.
    You can also select an entire team to initiate a cold transfer. In this case, all online agents in that particular team will receive the call, and anyone can choose to answer the call.
    For example, if you want to transfer the call to any agent in the US team, select the US team and click on the cold transfer icon.
  4. Once you initiate a warm or cold transfer, you will see the following screen.
  5. After the other agent answers the call, the customer on hold will be connected to the second agent, who is now the primary agent.
    If you initiate a warm transfer, you can disconnect the call after giving the necessary details. However, you will be disconnected immediately once the second agent answers the call in case of a cold transfer.

    The second agent will see the following notification when a call is transferred from the first agent.

    Dialpad in Warm Transfer:
    When you initiate a warm transfer, you can also use the dialpad to transfer the call to agent 2. The dialpad can be useful if the agent 2 has an IVR set up and wants to use the dialpad to enter the IVR option.

    Transferring Calls to External Number: To place a warn or cold transfer to an external number, enter the phone number in the search box, and choose between cold or warm transfer.

Tip: Transferring Calls with Call Notes
It is always recomended to add call notes before you transfer the call to another agent. The call notes help the other agent in understanding the customer's query better. Also, it eliminates the need for the customer to repeat the entire problem again.

  1.  When you transfer calls, call notes are automatically transferred from Agent 1 to Agent 2.
  2. If Agent 2 is not available, Agent 1 will be able to resume the call.

Call recordings during Warm Transfers: 

  1. If a  phone number has “ Record all calls,” “Record incoming calls,” or “Record outgoing calls” options enabled, then the conversation between Agent 1 and the customer is saved as recording 1. The conversation between Agent 2 and the customer is saved as recording 2. Recording 2 starts when Agent 2 resumes the call from agent 1.
  2. If the setting is “Record calls manually,” and Agent 1 had not started recording, then the recording will start only when the Agent 2 manually activates the recording feature.
  3. The conversation between the agents when the customer is on hold is not recorded. 
  4. If the customer disconnects the call while the two agents are in conversation, Agent 2 (once connected) will hear an information message that the customer has disconnected. The call will then be terminated.