Transfer & Three-Way
Handing the call to somebody else. Cold sends it straight on. Warm puts the caller on hold and rings your target so you can speak privately first. Merge turns it into a three-way bridge that you can walk out of without ending it.
Transfer & three-way
on the call · 1 of 3- On the call
- Consulting
- Completed
Product figures from the platform’s own defaults - not customer averages
How it works.
Cold hands it straight on
Pick a person, a queue, an IVR, a team, a role, a voicemail box or an external number in E.164, and the call goes there. You are out of it the moment it lands, and nobody was put on hold in between.
Warm lets you check first
The caller is moved into a separate holding bridge with music while a second leg rings your target. That conversation is private to the two of you, and it carries its own call record pointed back at the original.
Merge makes it three-way
Rather than dropping out, you can move the target into the caller's bridge instead. The customer comes off hold, the consult record is closed against the primary, and the three of you are in one conversation.
Leaving is not hanging up
From a three-way you can drop your own leg and the other two carry on talking, or end the whole thing for everyone. They are separate controls because they are separate outcomes.
Two moments in every call.
Every call passes through the same seven. Transfer & Three-Way is the lit ones, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Types
- Cold hand-off, warm consult, and merge into a three-party bridge
- Cold destinations
- Person, queue, IVR, team, role, voicemail box, or an external E.164 number
- Warm destinations
- An extension or an external number. Queues, teams, roles and IVRs are cold only
- No bounce-back
- A cold transfer does not come back to you; the destination's own fallback runs
- Recording
- Handing a call on does not interrupt it or open a second recording
- Three-way
- One extra party. A second merge on the same call is refused, not queued
- Merge limits
- Some inbound calls cannot be merged; the target is rolled back and nothing drops
- Leaving
- Only your own leg is dropped; the bridge and the other two parties stay up
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
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The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See transfer & three-way on your own floor.
Thirty minutes, your numbers and your data. We will set transfer & three-way up live and you can decide from the thing itself rather than from this page.
14-day trial · no card · migration included