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Transfer a call (warm, cold & to voicemail)

Easily transfer calls in VXT — whether it's a warm transfer, cold transfer, or sending a call straight to voicemail.

When a call pops up in the top-right corner of your screen, VXT gives you a few ways to manage it. In this guide, we’ll show you how to transfer calls — whether you want to do a warm transfer, cold transfer, or send it to voicemail.

In this article, we’ll cover:

Difference between warm, cold and voicemail transfers

  • Warm transfer: A warm transfer allows you to speak with the receiver of the transfer (providing they're not on DND) while the caller is placed on hold. This lets you provide context or discuss the situation with the receiver before completing the transfer.
  • Cold transfer: A cold transfer immediately redirects the caller to the receiver without any prior conversation or explanation. You leave the call as soon as the transfer is initiated.
  • Transfer to Voicemail: Directs the caller to leave a voicemail with the VXT user they're trying to reach when they are unavailable for a cold/warm transfer.

How to transfer a call

  1. While on a call, click on the Transfer ↗ button—labels will appear if you hover over the buttons, so you can see what they're for.

  2. Find your transfer target in the list (team user or contacts), type their name, or enter their number on the search bar.
     
    1. Team Users - VXT users on your organization's account
    2. Contacts - Numbers manually saved through calls or synced through integrations.
  3. Choose whether to make a warm transfer, cold transfer or transfer to voicemail
     

📝 Changing the transfer type e.g. warm or cold, persists across calls, meaning the transfer type you selected will remain the same for the next call and won't change until you update it.

Warm transfer 

  1. Select 'Warm transfer' as the transfer type at the top of the transfer window. 

  2. Select the receiver of the transfer from the list or enter their number

  3. Wait for your receiver to answer the phone while the ongoing call remains on hold.

  4. If the receiver is ready for the call transfer, go ahead and click 'Finish Transfer'. Otherwise, selecting the 'Cancel Transfer' button will return you to your initial call. 

Cold transfer

  1. Choose 'Cold Transfer' as the transfer type at the top of the transfer window. 

  2. Select the receiver of the transfer from the list or enter their number.

  3. The call is now transferred and ringing through the receiver's phone line.

Transfer to voicemail

  1. Choose 'Transfer to voicemail' as the transfer type at the top of the transfer window. 

  2. Select the VXT user from the list or search for their name.


  3. The call is now transferred to that users voicemail.

 

By following these steps, you'll be transferring calls with ease in no time!