Transfer Smarter, Not Just Sooner
A warm transfer means passing a live customer call from one call center agent to another with all the background intact. Unlike a cold transfer or blind transfer, where the caller is dropped into a new conversation, a warm transfer ensures your team member has the relevant info to help. This results in better customer experience, especially during emotional calls or complex issues.
Warm vs Cold Call Transfers
When you automatically transfer a customer interaction without context, they feel lost like they’re just another number. This is called a cold or blind transfer. A warm transfer on the other hand keeps the flow going. Whether they called about account information, a service problem, or need to escalate, they’ll reach the right agent the first time. That’s the difference between frustration and loyalty.
Customize When and How You Transfer Calls
Set your logic based on incoming call type, trigger phrases, or customer actions. For example, if someone says “I need to speak with someone,” you can automatically transfer them. You control the journey, not your phone system. Whether you’re running a small team or a full contact center, you can make sure every phone call lands with the right person.
Phonely’s warm transfers helped us cut down repeat queries by 40%. The AI-to-human handoff feels so natural, customers are always introduced at handoff, ensuring our agents are always prepared with the key details.
Tanya Rivers
CX Director, Brightleaf Solar
Trusted by 20,000 + companies
Craft the On Call Experience with these Complimentary Features
Live Variable Capture
Capture important caller details mid-call — name, intent, email, or reason — and pass it to your live team during warm transfer.
Collect structured data through natural conversation.
Instantly usable in warm transfer or CRM Systems.
Improve agent preparation before live interaction.
AI-Generated Call Summaries
Generate brief, accurate summaries for agents, giving them the call’s full context before they even say hello.
Delivered instantly at time of transfer.
Customizable format for CRM, Slack, or inbox.
Helps agents act fast, not catch up.
Escalation Detection & Routing
Set intelligent rules that let AI know when to transfer based on frustration, repeat loops, or specific phrases.
Detect negative sentiment or “I want to talk to someone”.
Use keyword or variable-based triggers.
Route to specific teams or agents based on need.
Connected to your Business Tools
Integrate Phonely with your CRM and digital tools to get more done, over the phone.
FAQs
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