Warm transfer

When a call needs someone else, there are two ways to hand it over: - Cold (blind) transfer: the call goes straight to the next person or queue. They pick up knowing nothing, and the caller explains everything again. - Warm transfer: the first person, or an AI agent, briefs the next person first, then brings them in. The caller hears that help has arrived and picks up where they left off. What a good warm transfer includes: - Who the caller is, and their account or order. - What they need and what has already been tried. - Anything promised so far. - A short introduction on the line, such as "I have Sam from our team here, who can help with the refund." When to use each. Warm transfers suit complaints, high-value customers and anything complicated. Cold transfers can be fine for simple routing, such as sending a wholesale inquiry to the sales line. With an AI agent on the phone, a warm transfer means the person joining can see the conversation so far and the customer's history before they speak. The AI should announce them, so the caller isn't surprised by a new voice. How Chargezen handles it: when a teammate taps Join the call from Finn for iPhone or the browser, Concierge tells the caller you're here, and the call is already in the customer's thread with their orders and past conversations. From the Finn app you can also transfer the call to another teammate or hand it back to Concierge.