Transfer a call when the query belongs to another teammate or team. You can pass the call straight through, or speak to your teammate first so they pick up with context.
Transfer the call
To move the call, use the options in the call window.
Click the triple dot icon in the call, then select Direct transfer to pass the call straight through.
Click the triple dot icon in the call, then select Talk to transfer first to brief your teammate before the call moves.
Click the triple dot icon in the call, then select Add participant to bring a teammate onto the call with you.
🤓 Tip: Select Talk to transfer first for anything the customer has already explained twice. A ten-second summary saves the customer from repeating themselves and protects the experience score on the conversation.