Warm Transfer to IVR Flow

How It Works

The three scenarios differ in whether the caller is placed on hold and whether the call returns to the rep or moves to a specialist.

• IVR only (no routing) — The flow plays prompts and collects keypad input, and then ends. The caller isn't placed on hold—both the rep and the caller hear the prompts, and the rep can guide the caller to enter digits. When the flow completes, control returns to the rep to resume with the caller. No transfer of the caller ever occurs; the flow runs as an interlude.
• IVR, then routing — The flow plays prompts and collects input while the caller is on the line, and then reaches a Route Work step. At that point, the caller is placed on hold and a standard warm transfer begins: the rep consults with the matched specialist, and then the specialist drops off or merges into a three-way conversation. All routing methods work in this use case—queue-based routing, skill-based routing, or direct rep routing.
• Routing only — The flow routes the caller immediately. The caller is placed on hold and a standard warm transfer to the matched specialist begins, with no prompts or data capture. All routing methods work in this use case—queue-based routing, skill-based routing, or direct rep routing.

In every scenario, the flow stays in control while it runs. Subsequent steps—additional prompts, routing actions, or record updates—run in the order that the flow defines them.

What Gets Recorded and Transcribed

• Prompts played by the flow are recorded but not transcribed, so you keep an audio record of what the caller heard, such as a verbatim disclosure, as proof.
• Keypad (DTMF) entries that the caller makes during the flow aren't recorded and aren't transcribed, which keeps sensitive input, such as acknowledgments or policy numbers, out of the recording and transcript.

Throughout the conversation, the rep hears both the prompts and the caller's keypad tones, so the rep can confirm that the caller is progressing and step in if the caller needs help.

Use Cases for Warm Transfer to IVR Flow

The use cases fall into three groups, based on what the flow does after the rep transfers.

• Deliver a Verbatim Disclosure — A rep transfers to an IVR-only flow that plays a regulated disclosure word-for-word and captures the caller's keypad acknowledgment. The caller is never placed on hold, the disclosure is recorded as proof, and control returns to the rep when the flow ends.
• Capture and Validate Caller Input, then Route — A rep transfers to a flow that captures caller input, such as a policy number, validates it against a Salesforce record, and routes the caller to the owning specialist. The specialist receives a verified, correctly routed caller.
• Skills-Based Warm Escalation — A rep transfers to a routing-only flow that immediately performs routing to the right specialist, such as a fraud desk, via a standard warm transfer—no data capture required.