Glossary
What is a warm transfer?
The transfer where someone says "I have Dana on the line, here's what she needs" before connecting you.
The short answer
What is a warm transfer?
A warm transfer is a call transfer in which the person handing off the call first connects with the person receiving it, explains who is calling and why, and only then joins the caller to them. The caller doesn't have to repeat their story, and the receiver can decline before the caller is put through. The opposite is a cold transfer, where the call is passed along with no introduction.
How it works
- 1The person on the call puts the caller on hold.
- 2They call the colleague or extension who should take over.
- 3They explain who is calling, what they need and what has been said so far.
- 4They connect the caller, either staying for a quick three-way introduction or dropping off.
- 5If the colleague doesn't answer, they go back to the caller and offer a message or a callback instead.
Example
A caller tells an insurance agency's front desk that her car was hit this morning and she needs to open a claim. The receptionist puts her on hold, calls the claims handler and says: "I have Dana on the line, rear-end collision this morning, the policy is in her name." Then she connects them. The handler starts with the details instead of "How can I help?"
Transfers and an AI receptionist
Daber AI has two kinds of transfer. In a cold transfer, the call moves to a number and the agent drops out. In a bridged transfer, the agent dials the person or extension itself, waits for an answer, and brings them into the call before it leaves, so the two people are left talking. You decide when either one happens: a topic, a caller asking for a person, or a request flagged urgent. Every call is also saved with a recording, a transcript and a summary, so whoever takes over can see what was said.
Questions
What is the difference between a warm transfer and a cold transfer?
In a warm transfer, the person handing off the call speaks to the receiver first and explains the situation. In a cold transfer, the call is sent straight to the receiver with no introduction. Warm takes a little longer and saves the caller from repeating themselves; cold is faster and fine when the caller only needs the right department.
When should you use a warm transfer?
When the caller has already explained something complicated, when the receiver needs context before picking up, or when the caller is upset or the matter is urgent. For simple routing, like "billing, please", a cold transfer is quicker for everyone.
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