Glossary
What is a warm transfer?
Definition
A warm transfer is a call transfer in which the first agent speaks with the receiving agent before handing over the caller, briefing them on who is calling and why. The original agent stays on the line long enough to introduce the caller and share context, then drops off once the new agent is ready. This creates a smoother handoff than simply redirecting the call.
01How a warm transfer works
The agent places the caller on hold and dials the destination, whether a colleague, department, or specialist. They explain the situation to the receiving party—often called a whisper or consultation—so the caller doesn't have to repeat themselves. Once the receiving agent is prepared, the original agent connects the caller and leaves the call.
02Warm vs. cold transfer
In a warm (attended) transfer, the agents consult before connecting the caller; in a cold (blind) transfer, the call is sent straight through with no introduction. Warm transfers preserve context and feel more personal but take longer and require the receiving agent to be available. Businesses choose between them based on call complexity and staffing.
03When warm transfers are used
Warm transfers are common when a caller's issue is sensitive, complex, or already partly handled, so context matters. They are typical when escalating to a manager, handing a qualified lead to sales, or moving a patient or client to a specialist. The goal is continuity, so the caller feels handed off to a colleague rather than restarted.
Frequently asked questions
What is the difference between a warm and cold transfer?
A warm transfer includes a briefing between agents before the caller is connected, while a cold transfer sends the caller through with no introduction.
When should you use a warm transfer?
Use it when context matters—such as escalations, sensitive issues, or handing a qualified lead to another team—so the caller doesn't have to repeat themselves.
See also
Related terms
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