Call transfer
Transfer a live call to a teammate, department, outside number, or voicemail in a few clicks. Try Dialpad Connect free for 14 days or watch a demo to see how it works.
What is a call transfer?
Put simply, call transfer is a common telecommunications feature that lets you move a live call from the original recipient (usually you) to another person, team, or voicemail.
When a call reaches the wrong person or team, a call transfer is the quickest way to get the caller where they need to go. It's also a useful customer service tool: if one person can't help a caller, they can connect them with someone who can.
Call transfer is different from call forwarding, which sends calls to another number before anyone answers. With a transfer, someone picks up first, then moves the live call.
Call transfers with Dialpad:
Warm transfer options
Want to make sure the person you're transferring to is available? Select Ask first to speak with them before you hand off the call, so they're ready when the caller joins.
Transfer anywhere you need to
Transfer calls to teammates, departments, your main line, contact centers, voicemail, or numbers outside your company, once your admin enables external transfers. You can also send a call to a teammate's hold queue if they'll be free in a minute.
Desktop and mobile apps
Whether you're using a desk phone, your computer, or your mobile phone, Dialpad works across devices, so you can transfer calls wherever you're taking them.
Virtual phone number included
When you sign up for Dialpad, you'll get a local business phone number, too. It only takes a few minutes to set up.
Custom routing options
Give customers one number to call, then route them to the right department or person with an interactive voice response (IVR) menu, so fewer calls need to be transferred in the first place.
Transcription and call context
With Dialpad's AI transcription, conversations are transcribed in real time, so details from the call are easy to find later, even after a transfer.
Ready for your contact center, too
Dialpad isn't just a phone system. Because business calling and the contact center run on Dialpad's AI platform for customer experience, calls can be transferred between team members, departments, and contact centers in the same app.
Types of call transfer
Most call transfers fall into two broad types: warm and cold.
Warm transfer
A warm transfer (also called an attended or consultative transfer) happens when the person who answered the call speaks with the recipient before handing the caller over. The caller is placed on hold briefly while you explain who's calling and why. If you put a caller on hold, let them know first, so they don't think the call has dropped.
Warm transfers are generally better for the caller, because the recipient already knows the context and the caller doesn't have to repeat themselves.
Cold transfer
A cold transfer (also called a blind or direct transfer) sends the call to someone without speaking to them first. It's faster, but if the recipient isn't available, the call may go to their voicemail.
Other transfer options
Besides warm and cold transfers, some phone systems, including Dialpad, also let you:
Transfer to voicemail: Send the caller straight to someone's voicemail greeting when they can't take the call. It's a good idea to ask the caller first whether they'd like to leave a message or would prefer a callback.
Transfer to a hold queue: Place the call in a teammate's hold queue when they'll be free shortly, so they can pick it up as soon as they finish their current call.
How to transfer calls in Dialpad
Dialpad offers four ways to transfer a call from the desktop or web app. Each starts the same way: during an active call, select Transfer, then search for a teammate, department, or contact in your company directory, or type in a number.
Transfer now (cold transfer)
Select Transfer and choose who you're transferring to.
Select Transfer now.
The caller is briefly placed on hold, then connected directly to the recipient.
Ask first (warm transfer)
Select Transfer and choose who you're transferring to.
Select Ask first. The caller is placed on hold while you speak with the recipient.
When the recipient is ready, select Transfer again to connect the caller.
If you'd like to introduce the caller with all three of you on the line, you can merge the calls first, make introductions, and then leave the call. Ask first works for transfers to direct numbers, such as a teammate's personal line.
Transfer to voicemail
Select Transfer and choose the teammate, department, or main line.
Select the option to transfer the caller to voicemail.
The caller goes straight to the recipient's voicemail greeting.
Transfer to a hold queue
Select Transfer and choose the teammate.
Select Send to hold queue.
The recipient sees the call in their active call sidebar and selects Switch call to this device when they're ready to take it. Individual hold queues are available on select Dialpad plans.
To transfer calls to numbers outside your company, your admin needs to turn on external transfers first.
How will you use call transfers?
If your business talks with customers and prospects every day, a VoIP business phone system with flexible call transfer options helps callers reach the right person faster. Transfers work alongside other call handling features in Dialpad, like simultaneous ring, call park, and call forwarding.
As call volume grows, an AI receptionist can answer calls first, help with common questions, and route callers to the right person, so fewer calls need a manual transfer at all.
Need a way to do easy call transfers?
Try Dialpad Connect free for 14 days.