call-transfer

Transfer Inbound Calls via the Mobile App on the Platform

Charles Higgins

Charles Higgins

— 12 min read
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Featured

We recently watched the original video from the platform tutorial channel and wanted to turn that step-by-step walkthrough into a practical guide you can use today. In it, the creator shows how to handle inbound calls on the go using the mobile app—how to transfer callers to the right person or department, choose whether to stay on the line, add or remove participants, and transfer calls to external numbers. We’ll expand on all of those features, explain when to use each option, and give practical scripts, best practices, and troubleshooting tips so your team can manage phone conversations like pros.

Table of Contents

Why mobile call transfers matter for small teams

We know the pressures of running a small or growing business: every customer interaction matters, team members wear multiple hats, and missed or poorly routed calls cost time and revenue. Mobile call transfers let us keep customer conversations fluid without being tethered to a desk. They save time, reduce repeat calls, and ensure the caller reaches the person who can solve their problem quickly.

Here’s what the mobile transfer features do for us:

  • Speed up resolution: Quickly route callers to the right department—sales, shipping, support—without forcing them to call back.
  • Keep context: With warm transfers we can stay on the line to provide background, preventing the new agent from starting from scratch.
  • Stay professional on the go: Our team can handle transfers from a smartphone, maintaining continuity when staff aren’t at their desks.
  • Control the call: We can add or remove participants and even forward to external numbers when needed.

Overview: What the mobile app allows us to do

The mobile app gives us several transfer-related options during an inbound call. Below is a concise summary of each capability and the common scenarios where it’s useful.

  • Blind transfer: Immediately forwards the call to another contact or number and disconnects us from the call. Use when the caller simply needs a handoff and no context is required.
  • Warm transfer (consultative): Add a team member to the call and stay on the line to brief them and the caller before stepping away. Ideal for complex issues or when customer reassurance is important.
  • Add participant (three-way calls): Bring another team member into the active call to collaborate in real time.
  • Leave the call but continue the session: After adding the new contact, we can exit without ending the call; the caller and new agent continue the conversation.
  • End the call for everyone: We can choose to terminate the entire call if needed.
  • Remove a participant: Remove a team member or external contact from the call if they were added in error or the conversation needs to be narrowed down.
  • Transfer to external numbers: Use the dial pad to send the caller to a phone number outside our system (for example, a vendor or a field technician).

Step-by-step: How to perform inbound transfers on the mobile app

Below we walk through the full process of receiving an inbound call and using the transfer features. We’ll include practical guidance for deciding which transfer type to use.

1. Answer the inbound call

When an inbound call arrives, we pick up as usual. Once connected, the transfer controls appear on the right-hand side of the screen. We’ll usually see a clear “Transfer” button or icon—this is our starting point.

2. Decide: blind or warm transfer?

Before transferring, we quickly decide which style is appropriate:

  • Blind transfer (immediate handoff): Use if the caller needs routine information or a straightforward department transfer—e.g., “I’ll connect you with shipping.” We press transfer, choose the target, and we’re disconnected immediately.
  • Warm transfer (stay on the call): Use if the issue is complex, if we need to brief the next person, or if we want to introduce the caller to the new agent—e.g., “I’ll bring Jamie on so she can review your order details—hang on while I add her.”

3. For warm transfers: add a participant

When we choose a warm transfer, we typically want the new agent to join the active call. On the call screen we can view all participants and select the “Add Call” button at the bottom. That opens our contact list or dial pad, where we select a team member or enter an external phone number.

Once the new person answers, we can brief them and then either stay on the call to monitor or exit the call while letting the conversation continue between the caller and the new agent.

4. Leave the call without ending it

If we’ve added the new contact and the caller is now speaking with the correct person, we can choose “Leave” instead of “End.” Leaving removes us from the active session but keeps the call connected for the remaining participants. This is perfect when our job is done but we want to avoid disrupting the ongoing conversation.

5. End the call for everyone (when necessary)

If a situation requires terminating the entire call—an emergency, inappropriate behavior, or clear misconnection—we can select the option to end the call for everyone. Use this sparingly; it disconnects all participants immediately.

6. Remove a participant

If we need to remove someone who was added accidentally or remove a person who is no longer needed, the call screen lists participants and usually shows a small minus or remove icon near each name. We tap that icon to disconnect that participant from the call.

7. Transferring to an external number

To transfer a caller to a phone number outside the platform, we open the dial pad from the call screen, type the external number, and choose to transfer. This is useful to route callers to vendors, field specialists, or partner hotlines who don’t use our software.

Note: After we leave the call, we cannot rejoin. Make sure we finalize any wrap-up or notes before exiting if we think we’ll need to re-enter the conversation.

Warm vs Blind Transfer: When to use each

Choosing between a warm and a blind transfer is a judgment call that depends on the caller’s needs and the nature of the issue. We break down the decision-making process below.

Blind transfer: quick routing

Use blind transfer when:

  • The caller requests a specific department that handles standard requests—e.g., sales, billing, or shipping.
  • The issue is routine and the caller does not need any additional context provided by us.
  • Time is of the essence and a rapid handoff helps the customer faster than a consultative introduction.

Example script for a blind transfer: “I’ll connect you to our shipping team now—please hold while I transfer you.”

Warm transfer: context and reassurance

Use warm transfer when:

  • The problem is complex and requires context or history to resolve.
  • The caller is anxious or upset and benefits from a calm handoff with introductions.
  • We need to confirm the caller’s details with the receiving agent or brief them on case history.

Example script for a warm transfer: “I’m going to add our shipping specialist, Jamie, to review your order. Jamie, this is Alex—order #12345; the customer wants expedited shipping due to a deadline.”

Inbound vs Outbound Transfers: Understanding the difference

It helps to differentiate inbound and outbound transfers so our team understands the workflows and permissions:

  • Inbound transfers: These happen when we receive a call and need to pass that caller on to another person. The caller initiated the contact, and we’re routing them to the correct resource.
  • Outbound transfers: These occur when we start the call and then decide to add another team member or external number. For example, we call a customer and then bring in a product expert to answer technical questions.

The mechanics in the mobile app are similar, but user expectations differ. With inbound transfers the caller expects to be routed; with outbound transfers the person we called may be surprised when a third party is added, so it’s courteous to warn them first.

Practical use cases and scenarios

Below are common situations where mobile transfers make a real difference for daily operations.

Scenario 1: Sales handoff from field reps

Our field representative receives a call from a potential client who wants pricing and a demo. The rep brings in a sales specialist using a warm transfer, stays on to introduce the client, then leaves so the specialist can continue the conversation. This avoids repeating information and helps close deals faster.

Scenario 2: Escalating a technical issue

A customer calls customer support with a technical problem. The support agent uses a warm transfer to add the product engineer, providing error details and relevant ticket information. The engineer can then triage the issue with the necessary context.

Scenario 3: Routing to external vendors

A caller needs to reach an external shipping partner who isn’t in our system. We use the dial pad to transfer the call to the partner’s number. The caller is connected directly to the partner while we stay out of the loop, which reduces back-and-forth and speeds resolution.

Scenario 4: Protecting privacy and removing participants

We accidentally add an internal stakeholder to a sensitive customer call. Using the participant list, we remove them quickly so the conversation can proceed with privacy intact. The ability to add and remove participants instantly is invaluable for maintaining confidentiality.

Best practices for smooth transfers

To make transfers efficient and professional, we recommend the following guidelines:

  • Always confirm the caller’s permission: Tell the caller who we’re transferring them to and why. For example: “Would you like me to connect you to our billing team? They can handle refunds and billing history.”
  • Choose warm transfers for complex or sensitive cases: When context matters, staying on the line builds trust and prevents repeated explanations.
  • Use scripts for consistency: Provide short transfer scripts your team can rely on to avoid awkward handoffs.
  • Introduce callers and agents succinctly: Provide the new agent with a brief summary—order number, issue, and any immediate needs—before leaving.
  • Log call notes immediately: If your software supports notes, summarize the transfer and outcome so teammates have context later.
  • Train on the “leave” vs “end” options: Make sure everyone understands that “leave” keeps the call alive while “end” disconnects everyone.
  • Have a fallback plan: If the target agent doesn’t pick up, decide whether to leave the caller on hold, try someone else, or take a message.

Sample transfer scripts

Use these short scripts as templates. We keep them concise to maintain professionalism and reduce caller wait time.

Blind transfer script

“Thanks for your question. I’ll connect you with our billing team who can help with this. Please hold while I transfer you.”

Warm transfer script (short)

“I’m going to add Jess from our product team to help with this issue. Jess, this is Maria—customer has login trouble and error code 402. Maria, Jess will take it from here.”

Warm transfer script (detailed)

“I’m going to bring Anthony, our shipping specialist, onto the line. Anthony, order 9876; the customer needs overnight shipping due to a deadline tomorrow. I’ve already confirmed the address and expedited fee approval. Anthony, do you need anything else before we transfer?”

Training checklist for teams

To onboard staff quickly, use this checklist during training sessions:

  1. Demonstrate the call screen and identify the Transfer button, Add Call button, and participant list.
  2. Practice blind transfers several times to build confidence.
  3. Practice warm transfers: add a participant, brief them, and then leave the call.
  4. Show how to remove participants and how to end the call for everyone.
  5. Role-play common scenarios (billing, shipping, technical escalation).
  6. Teach call logging procedures: what to note after a transfer.
  7. Review privacy rules and when to restrict who’s added to a call.
  8. Explain the policy for rejoining calls (i.e., once we leave we cannot rejoin) and how to avoid premature exits.

Troubleshooting common transfer problems

Sometimes transfers don’t go as planned. Below are frequent issues and how we resolve them quickly.

Problem: The target agent doesn’t answer

  • Try another team member or department.
  • Return to the caller, explain the delay, and offer to take a message or schedule a callback.
  • Consider routing to a general line or voicemail that the department monitors.

Problem: The caller is dropped after transfer

  • Confirm whether a blind transfer was used; blind transfers disconnect us immediately, so we can’t rejoin.
  • If calls drop often, investigate network reliability, app updates, or device permissions for call handling.

Problem: We added the wrong participant

  • Use the participant list to remove the incorrect person immediately.
  • Inform the remaining caller and apologize if appropriate.

Problem: Caller wants to return to the original agent

  • Explain that once we leave the call we cannot rejoin and offer to call back if needed.
  • Record notes and agree on a time the original agent can call the customer again.

When we transfer calls, we must be mindful of privacy and consent:

  • Ask permission before transferring: Always tell the caller who will receive the call and why, and ask if that’s okay.
  • Limit who’s added to the call: Don’t include unnecessary participants—especially if personal or sensitive information is involved.
  • Notify internal participants about call recording: If calls are recorded, make sure team members and callers are aware as required by policy or law.
  • Use brief but accurate introductions: Give the new agent only the information they need; avoid oversharing customer details.

Measuring transfer success and improving performance

To ensure transfers actually improve customer experience, we track a few metrics:

  • First-contact resolution rate: How often does a transferred call resolve the issue on the first handoff?
  • Transfer duration: How long does it take from decision to transfer until the new agent is actively assisting?
  • Customer satisfaction (CSAT): Short post-call surveys or follow-up messages can reveal whether the handoff was smooth.
  • Repeat calls: Monitor whether transferred callers need to call back about the same issue.

By reviewing these metrics, we can identify training gaps and adjust transfer policies to reduce friction.

Policies and governance for consistent transfers

To keep transfers consistent, we recommend setting simple internal policies:

  • Standardize when to use warm vs blind transfers and give brief rationales.
  • Require a quick intro before leaving a warm transfer (one-sentence summary and the caller’s name).
  • Define a fallback plan if transfer targets don’t pick up (try second contact, leave voicemail, or take a message).
  • Set rules for removing participants and protecting sensitive information.
  • Document accepted scripts and update them quarterly based on feedback.

Real-team feedback

Teams who adopt these transfer practices often report immediate benefits. Here are a few short testimonials from our team and partners who tested the mobile transfer workflow:

"We used to lose a lot of momentum between teams. Now our field reps can bring the right specialist onto the line without wasting the customer's time." — Our operations lead
"Warm transfers have reduced repeat explanations by over 30%. Customers appreciate being introduced instead of being left on hold." — A customer success manager
"Being able to remove accidental participants quickly saved us from a privacy slip-up. It's a small feature that prevented a big problem." — IT coordinator

Common mistakes to avoid

  • Transferring without informing the caller. Always say who will receive the call and why.
  • Leaving too early from a warm transfer. Make sure the new agent has everything they need before exiting.
  • Using blind transfers for sensitive or complex issues. If details matter, choose a warm transfer.
  • Not documenting the transfer. Record a short note so the receiving agent has context.

Final checklist before initiating a transfer

  1. Confirm the caller agrees to be transferred.
  2. Decide whether blind or warm transfer is appropriate.
  3. If warm, add the appropriate participant and give a 10–20 second summary.
  4. If transferring externally, double-check the number and dial pad entry.
  5. Decide whether to leave the call (continue) or end it for everyone (terminate).
  6. Log notes and next steps in the call record.

FAQ

Q: What happens if the person we transfer to doesn’t pick up?

A: If the target agent doesn’t answer, we can either try another team member, offer to take a message, or schedule a callback. For warm transfers, it’s best to check availability first—if they’re unavailable, use the fallback plan you’ve agreed on.

Q: Can we transfer calls to a phone number that isn’t part of our system?

A: Yes. The mobile app allows transferring to external numbers by using the dial pad. Enter the external phone number and initiate the transfer. Keep in mind that transferring to an external number hands the caller to someone outside our system, so confirm that the external number is correct and available.

Q: If we leave the call, can we rejoin later?

A: No. Once we leave the call, we cannot rejoin that session. That’s why we recommend making sure everything is set before exiting and logging the conversation details immediately afterward.

Q: How do we remove someone from a call?

A: The participant list on the call screen shows everyone currently connected. Tap the remove or minus icon next to the person’s name to disconnect them from the call.

Q: Should we record calls when transferring?

A: If you record calls, follow applicable laws and company privacy policies. Inform callers when recordings are made, and let internal participants know as well. Recordings can be useful for training and dispute resolution, but transparency is essential.

Q: What’s the fastest way to train new hires on transfers?

A: Use role-playing exercises that include both blind and warm transfers, teach the short scripts we provided, and include the training checklist. Practice removing participants and routing to external numbers so new hires feel comfortable with all features.

Conclusion

We’ve turned the mobile app’s transfer features into a practical playbook that helps teams stay responsive, reduce friction, and keep customer conversations moving forward without being tied to a desk. With clear policies, short transfer scripts, and a few minutes of practice, our team can confidently handle inbound calls—warmly introducing colleagues when needed and using blind transfers for straightforward handoffs.

Adopting these best practices saves time, reduces repeat calls, and keeps customers satisfied. We encourage teams to train on these flows, track the basic metrics described, and iterate based on real-world experience. The result is smoother operations and happier customers—exactly what we’re aiming for.

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