--- title: "Join and transfer calls: Concierge docs | Chargezen" description: "Listen in on a call Concierge is handling, join with one tap, transfer to a teammate or hand the call back, from the browser or the Finn iPhone app." url: "https://chargezen.com/docs/concierge/phone/join-and-transfer-calls" lang: "en" updated: "2026-10-18" --- Canonical URL: https://chargezen.com/docs/concierge/phone/join-and-transfer-calls # Join and transfer calls Listen in on a call Concierge is handling, join with one tap, transfer to a teammate or hand the call back, from the browser or the Finn iPhone app. Last updated: 2026-10-18 Concierge answers your calls, and your team can step in whenever a person should. You listen first with your microphone off, then join. Concierge tells the caller you're there, so they never start over. In the browser the agent is called Concierge; in the Finn app it's called Finn. ## Who can join Active teammates whose role lets them manage Concierge conversations. Others see "You don't have permission to join this call." If someone else has already joined, you'll see "A teammate is already on this call." ## Join from the browser 1 #### Open the call Go to **Calls > Live Calls** and click the call to open **Call Details**. 2 #### Listen in Under **Live call**, click **Listen in**. You'll listen with your microphone off. If your browser blocks audio, click **Enable sound**. 3 #### Join the call Click **Join the call**. Concierge tells the caller you've joined, then your microphone turns on. The status reads "You're on the call". 4 #### Hand it back or leave Click **Return to Concierge** to give the call back with the caller still connected. **Leave** ends the call if you're the one serving the caller, so return it first if the caller still needs help. When Concierge wants a person, the call shows "Concierge is asking you to join this call", with **Join the call** and **Decline**. A call bar stays at the top of the admin while you're on a call, with **Open call**, **Leave** and a **Speaker** picker. ## Join from Finn on iPhone 1 #### Find the call Open the **Calls** tab and tap **Listen in** on the "Finn is on a call" card. You can also tap **Join the call** on the Home card or **Join call** on the notification; both start by listening in. 2 #### Join Your mic stays off until you join. Tap **Join the call**. You'll see "Finn is telling the caller…", then "You're on the call". 3 #### Use the call controls **Mute**, **Keypad** and **Audio** work like a normal call. Under **Finn suggests**, Finn can pass you private notes; only you see these. 4 #### Hand it back Tap **Return call to Finn** when you're done, so the caller stays connected. ## Transfer to a teammate Transfers are made from the Finn app (iPhone or Mac), while you're on the call. 1. Tap **More call actions**, then **Transfer to a teammate**. 2. Choose the **Teammate**. They need to be connected to the call, for example listening in. 3. Add **Notes** ("What should they know?") and tap **Send**. 4. You stay on until they accept. Then the call and the conversation move to them. The same menu has **Remove Finn** and **Add Finn**, to take Finn off the call or bring it back. What the caller hears When you take over from the agent, it says "{Your first name} from {your store} has joined the call." The line is also saved in the conversation. A teammate-to-teammate transfer has no announcement. ## After the call Everything said on the call, by the agent and by you, is saved in the customer's conversation, so the next text or email picks up where the call left off. In Finn, the call summary lets you set a **Disposition**, add **Notes** and a **Follow-up**, then **Save**. ## Troubleshooting and FAQ ### "Allow microphone access" when joining In the browser, allow the microphone for admin.chargezen.com. On iPhone, open Settings > Finn and turn on Microphone. ### I can't press Join the call You can join once you can hear the call ("You can join once you can hear the call."), and you can listen in once the call is answered. If you're on another call, leave it first. ### "Concierge is no longer handling this call." The call has ended or someone else has it. Refresh Live Calls. ### "This call invitation has expired." The invitation to join timed out. Open the call from Live Calls if it's still going. ### "You joined this call in another tab or window." Use the tab where you joined, or leave there and join again here. ### Do teammates get rung on every call? No. The agent answers. When a caller has no caller ID, teammates are offered the call; if none answer, it ends. Teammates can listen in on any live call from Live Calls or Finn. ## Related **Guides** * [Finn iPhone app](https://chargezen.com/docs/concierge/finn-iphone-app) * [Set up your number](https://chargezen.com/docs/concierge/phone/set-up-your-number) * [Call recording policy](https://chargezen.com/docs/concierge/phone/call-recording-policy) **On the product page** * [Answers the phone](https://chargezen.com/concierge/features/phone-calls) * [Phone: Concierge answers your business line](https://chargezen.com/concierge/channels/phone) * [Human handoff](https://chargezen.com/concierge/features/human-handoff) **Learn more** * [What is a warm transfer?](https://chargezen.com/glossary/warm-transfer) * [An AI receptionist that knows your store](https://chargezen.com/concierge/use-cases/ai-receptionist) ### Related Articles [ #### Finn iPhone app Calls, notifications and the Live Activity ](https://chargezen.com/docs/concierge/finn-iphone-app)[ #### Set up your number Choose the agent that answers ](https://chargezen.com/docs/concierge/phone/set-up-your-number)[ #### Call recording policy What gets recorded ](https://chargezen.com/docs/concierge/phone/call-recording-policy) Was this page helpful? 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