What is warm transfer?
Handing a call to a person along with the context, so the customer doesn't repeat themselves.
Warm transfer, explained
In a warm transfer, the person taking over sees or hears a summary first: who is calling, what they want and what has been done.
AI voice agents can warm-transfer calls that need a human, with the transcript and details attached.
A warm transfer is the opposite of a cold transfer, where the call is simply passed on and the customer has to start again.
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Related terms
- Call routingSending each call to the right destination, such as a department, branch or person.
- Inbound callingCalls customers make to a business, such as enquiries, bookings, orders and support.
- EscalationPassing a conversation to a human or a higher level of support when the agent shouldn't or can't handle it.
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