Warm Call Transfer (Chat & Transfer)

Warm Transfer in Onoff Business

The Warm Transfer feature—also called Chat & Transfer—helps make customer handovers smoother, more professional, and better informed. Unlike cold (direct) transfers that immediately route the caller, a warm transfer lets you speak with the next person first, ensuring they are ready and have the right context before the caller is connected.

This approach improves internal coordination and creates a more seamless customer experience.

How Warm Transfer Works

A warm transfer allows you to:

• Place the caller on hold
  
• Start a separate internal call with the recipient
  
• Share context or introduce the caller
  
• Complete the transfer only when the recipient is ready
  

This method is especially useful for support teams, sales handoffs, or any situation where context matters.

Why teams use warm transfers

• Improved customer experience with smoother handovers
  
• Better internal communication and preparation
  
• Reduced need for customers to repeat information
  
• More professional and coordinated interactions
  

Starting a Warm Transfer in the Web App

Initiating a warm transfer in the Onoff Business web app is quick and intuitive.

Step-by-step process

1. During an active call, click the three-dot menu next to the call controls.
   
2. Select Transfer call.
   
3. In the transfer options, choose Chat & Transfer.
   
4. Select the recipient by:
   

• Choosing from recent contacts
  
• Searching your contacts
  
• Entering a new phone number
  

1. Click Transfer.
   

What happens next

• The customer is automatically placed on hold.
  
• A new internal call starts with the selected colleague.
  
• You can briefly explain the reason for the transfer.
  

Completing the Transfer

Once the internal call connects, you can choose how to proceed depending on the situation.

When the recipient accepts the transfer

• You provide the necessary context.
  
• Click Complete Transfer.
  
• A confirmation message appears.
  
• The system connects the caller to the recipient, and your participation ends.
  

When the recipient declines the transfer

• The internal call ends.
  
• The original customer call automatically resumes.
  
• You can continue the call or try another transfer.
  

When there is no answer

• Return to the customer call from the menu.
  
• The caller remains on hold until you reconnect.
  
• You can attempt another transfer if needed.
  

Warm Transfers in Call Logs

Every step of the warm transfer process is recorded in your call history for full visibility.

Logged details include

• The original incoming or outgoing call
  
• A “Transferred” status
  
• The destination contact or number
  
• Transfer timestamps and call durations
  

This information is useful for:

• Quality assurance
  
• Team accountability
  
• Workflow analysis and optimization
  

Best Practices for Effective Warm Transfers

Use warm transfers when context matters

If the recipient needs background information, Chat & Transfer is the best option.

Keep internal handoffs short and clear

Provide a concise summary of the caller’s issue or request.

Avoid long hold times

If the recipient is unavailable, return quickly to the caller and continue assisting them.

Define clear escalation paths

Train teams on when to use warm transfers versus direct transfers for consistent handling.

Monitor transfer logs

Review call logs to identify delays or recurring issues and improve internal processes.

A More Professional Handoff Experience

Warm Transfer is more than a routing feature—it helps teams collaborate efficiently while providing a smoother, more human-centered experience for customers. By sharing context before the transfer, agents stay informed and callers feel better supported.

Using warm transfers regularly can significantly improve both customer satisfaction and internal communication quality.