Call Transfers, Warm Handoffs & Conferencing
When an issue requires specialist assistance or escalation, Omniflow gives agents flexible transfer and conferencing tools.
Types of Transfers
| Transfer Type | How It Works | Best Used For |
|---|---|---|
| Warm Transfer (Attended) | Agent puts customer on hold, speaks privately with receiving colleague (“whisper”), then bridges the customer. | Complex issues, VIP accounts, sensitive escalations. |
| Cold Transfer (Blind) | Agent immediately transfers the caller to a queue or phone number and hangs up. | Routine department routing (e.g. transfer to Billing). |
| 3-Way Conference | Agent bridges a third party (e.g. translator, supervisor) into the active call. | Language translation, supervisor coaching. |
Performing a Warm Transfer
1. Click Transfer
In the active call bar, click Transfer. The customer is placed on hold with pleasant hold music.
2. Select Teammate or Queue
Search for an available agent or department queue.
3. Whisper Private Context
When your colleague answers, you can talk privately to explain the situation. The AI Copilot summary is automatically shown on their screen.
4. Complete the Transfer
Click Complete Transfer to connect the customer and disconnect yourself, or click Join Conference to stay on the line.
Related Guides
| If you want to… | Read |
|---|---|
| View agent assist summaries | AI Agent Assist & Copilot |
| Set up phone numbers and IVR | IVR & Phone Trees |