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Transfer a Call

Transfer calls to another rep or queue so customers are connected to the right person who can help.

Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

View supported editions.
User Permissions Needed
To make transfers:

Agentforce Contact Center Rep (Salesforce Voice) permission set.

Learn how to view permissions in this permission set.
  • Make a Blind Transfer
    Transfer a call to another contact center rep, queue, or flow without giving context to the next rep.
  • Make a Warm Transfer
    Transfer a call to another contact center rep, queue, or flow. Discuss the situation with another rep before connecting them with the customer, and then leave the call.

Make a Blind Transfer

Transfer a call to another contact center rep, queue, or flow without giving context to the next rep.

  1. While on a call, to immediately transfer the call without waiting for the next rep to join the call, click Blind Transfer.
  2. Select another rep or queue and click Call. By default, the list shows only the available reps who can accept the call. To see all reps, change the filter to Agent(All).

Make a Warm Transfer

Transfer a call to another contact center rep, queue, or flow. Discuss the situation with another rep before connecting them with the customer, and then leave the call.

  1. While on a call, click New Call.
  2. To add another rep to the call, enter a rep or queue name or scroll through the list of transfer destinations to see who’s available.
  3. Select a destination and then click Call. By default, the list shows only the available reps who can accept the call. To see all reps, change the filter to Agent(All).After the second rep is connected, the Merge button is displayed on the Phone tab in the Omni-Channel utility.
  4. Share necessary information with the second rep before combining the calls.
  5. To swap between calls, resume the call with the customer. This puts the second rep on hold. To swap back, resume the call with the second rep.
    Click Resume in the call controls to resume conversation with the customer.
  6. To combine both calls into a single call, click Merge. Continue the call as needed with three participants.
    Note
    Note Reps can’t mute or remove the customer in a call group.
  7. To complete the warm transfer and exit the call, click Leave Call. You’re disconnected, but the call continues with the remaining participants.
  8. To become available for new calls, close the voice call tab or click All Done in the After Conversation Work (ACW) component.