The ability to transfer and merge calls is mission-critical. This ensures callers connect with the agent most suited to the caller's needs, and shows them that you care.
Dialpad provides 4 different types of call transferring:
Let's dive into the details of each one.
A direct transfer means the person/department receiving the transferred call does not have any pretext and is going into the call blind.
You can directly transfer to:
When you opt to Transfer Now, your active call is temporarily put on hold and then directly transferred.
To transfer a call from the Dialpad desktop or web app:
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The Ask First (Warm Transfer) feature allows you to introduce your caller to your recipient before handing off the call. Once your team member/Operator answers, you'll have options to finalize the transfer, send the caller to voicemail, or even hang up the call.
Warm Transfers are available for:
When you opt for Ask First:
To warm transfer:
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Transfer to voicemail
When you Transfer to Voicemail, your active call is put on hold and is transferred directly to your party’s voicemail greeting.
Transfer to Voicemail is available for transfers between team members or to Departments (including the Main Line).
How to transfer to voicemail:
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Transfer to Hold Queue (Transfer to Hold) is available for transfers between team members.
Transferring to a hold queue is ideal for times when you know your team member can take the call in a minute or two (perhaps they just stepped out to grab a quick cup of coffee).
When you opt to Transfer to Hold Queue, the active call is put on hold and transferred to a team member's hold queue. The receiving team member will view the call in their Active Call Sidebar, and the caller remains on hold until the receiving team member selects Switch Call to This Device to accept the call.
How to transfer to a hold queue:
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Easily transfer calls on the Android app.
To transfer a call:
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Transfer on the iOS AppCall transferring works on the iOS app, too!
To transfer a call:
Easily turn any call into a group call by merging calls.
You can merge the calls by either accepting a call waiting or placing a call on hold and merge it to another call.
Here’s how to merge calls:
When you receive a new call during an active call, you’ll see the ANSWER and MERGE options.
Once you answer the call, you’ll need to manually merge the calls by navigating to your active call indicator on the top left of the app
You can also call another person and merge them into your active call.
This depends on whether you're making or receiving the call.
If you receive a call and then need to transfer your caller, you can transfer to a # outside of your Company. You'll just need to make sure that your Admin has enabled this office-wide feature.
The number will have to be associated with a Dialpad account, i.e. another Department, CallCenters, Dialpad Team Member, Room Phone, etc.
If you're making the call and then transferring your caller, you can't transfer to a # outside of your Company if you are on a Standard Plan. If you are on a Pro or Enterprise plan, reach out to our Support Team to enable this feature.
If you have auto-recording turned on, department or contact center calls transferred to another Dialpad user (in your company) will be recorded from beginning to end — if you use "Ask First" (Warm Transfer).
You can change this behavior, by heading to your Office settings and selecting the box 'Stop automatic call recordings (for example, on a contact center or department) after warm transfer'.
If you use Transfer Now (Blind Transfer), or transfer the call to a number external to Dialpad, only the first part of the call (prior to transfer) will be recorded.
Yes, your credits will continue to be used. Calls to Toll-Free numbers will be charged per minute used post-transfer.
Yes, once the call is transferred to the other office, they will be responsible for the toll-free line charges, but only for the duration of the call that they handled (meaning, they will be charged per minute used post-transfer).
