Definition
Warm transfer
A warm transfer is when a call is handed off to another person along with context, so the receiver knows who is calling and why before they take over. It contrasts with a cold transfer, where the caller is passed along blind and has to repeat themselves.
In a warm transfer, whoever answered first briefs the next person before connecting the caller. The customer does not have to start over, and the new agent steps in already knowing the situation. It feels smooth and professional.
AI receptionists can perform warm transfers by summarizing the caller's need and passing it to the owner or the right team member. This keeps the human touch for calls that need it while sparing the caller the frustration of repeating their story.
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