---
schema_version: "1"
id: b5affefbc117bb37835f0f2820e7fa89ec27c375eef44e640c10d974806b579c
title: Configure a Warm Transfer to an IVR Flow
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_configure_warm_transfer_to_flow.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_configure_warm_transfer_to_flow.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 23e6ff77354985925484f96eb6070a82f80c924c092b7e0b14236034f9849c9e
description: Let reps hand a caller to an IVR flow directly from the console for verbatim playback, keypad capture, or specialist routing. The caller stays on the line while the flow runs, and control returns to the rep, or moves to a specialist, as the flow dictates. Use it to deliver regulated disclosures word-for-word, capture and validate caller input, or route to the right skill, all without the rep leaving the call or the caller being cold-dropped.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Configure a Warm Transfer to an IVR Flow

Let reps hand a caller to an IVR flow directly from the console for verbatim playback, keypad capture, or specialist routing. The caller stays on the line while the flow runs, and control returns to the rep, or moves to a specialist, as the flow dictates. Use it to deliver regulated disclosures word-for-word, capture and validate caller input, or route to the right skill, all without the rep leaving the call or the caller being cold-dropped.

### Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d162582e65">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d162582e65 ">To configure a warm transfer to a flow:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d162582e65 ">
              <p>Agentforce Contact Center Admin (Salesforce Voice) permission set.</p>
              <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&amp;language=en_US" target="_blank">permissions in this permission set</a>.</p>
            </td>

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In this use case, the Omni-Channel flow plays a sequence of IVR voice prompts to a customer during a warm transfer, disclosing required information, capturing acknowledgment, and confirming before reconnecting the caller with the rep.

1. In the Quick Find box under Setup, enter Flows, and then select **Flows** under Process Automation.
2. Click **New Flow**.
3. Select **Omni-Channel Flow**.
4. Click **Next**.
5. Add a Play Prompt element to play the required legal or compliance disclosure to the caller before proceeding. Configure these settings:
    1. **Label / API Name**: Enter a name for the element.
    2. **Record ID**: {!recordId}
    3. **Prompt Type**: Select **Message**.
    4. **Language / Voice Profile**: Select a language and voice profile.
    5. **Message**: Enter the disclosure text, for example, loan APR, term, and repayment terms.
6. Add a Play Prompt element to ask the caller to acknowledge that they heard and understood the disclosure, and offer a way to reach the rep directly. Configure these settings:
    1. **Label / API Name**: Enter a name for the element.
    2. **Record ID**: {!recordId}
    3. **Message**: Enter the custom message to be played to the caller.
    4. **Digit Response Timeout**: Enter how long to wait for a keypad input from the caller.
    5. **User Response**: Select **Required**.
    6. **Response Retry**: Turn on **Customize retry message** and enter the message played when the caller doesn't respond correctly.
7. Add a Play Prompt element to play a closing confirmation message before the flow proceeds and transfers the call back to the rep. Configure these settings:
    1. **Label / API Name**: Enter a name for the element.
    2. **Record ID**: {!recordId}
    3. **Message**: Enter the message to be played to the caller.
    4. **User Response Settings**: Select **Not Required**.
8. Save your changes.