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Warm Transfer

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When to Use Warm Transfer

• Caller asks a question the agent can’t answer
• Caller explicitly requests to speak to a human
• Caller is frustrated or escalating
• High-value lead that needs a human touch
• Complex booking or payment issue

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Setup

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Step 1: Configure Transfer Number

• This can be your team’s landline, mobile, or call center number
• For business hours only, use a number with a fallback voicemail
• For 24/7, use a virtual number that routes to on-call staff

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Step 2: Add Transfer Instruction to Prompt

TRANSFER RULES:
- If the caller says "I want to speak to a human" or "connect me to someone" — immediately initiate transfer.
- If you've attempted to answer a question twice and failed — initiate transfer.
- If the caller sounds distressed, angry, or is using escalation language — initiate transfer.
- Before transferring, say: "Of course! Let me connect you with one of our team members right away. 
  Please hold for just a moment."

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Step 3: Enable Transfer Tool

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How It Works

1. Agent decides to transfer (based on prompt logic)
2. Agent says its handoff message to the caller
3. Movoice bridges the call to your transfer number
4. Your human agent picks up — they see a whisper message with context:
   • Caller’s name (if captured)
   • Brief summary of the conversation so far
   • Reason for transfer
5. Human agent greets the caller and continues seamlessly

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Cold Transfer vs. Warm Transfer

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Testing Transfers

1. Tell your agent “I want to speak to a human”
2. Verify it says the handoff message
3. Check the Transfer tab in call logs to see if the transfer was logged correctly