Warm Transfer
What is a warm transfer?
A warm transfer is a call transfer in which the receiving agent gets the caller’s context before or at the moment the call connects, so the caller does not have to repeat themselves.
How does a warm transfer work?
A warm transfer is a way of passing a phone call from one handler to another with context attached. The opposite is a cold transfer, also called a blind transfer, where the call is simply redirected and the next agent knows nothing about who is calling or why.
In contact centres, a warm transfer traditionally meant one agent briefing another before connecting the caller. With AI voice assistants, the briefing becomes data: the AI collects the caller’s identity, the reason for the call and the steps already taken, and that context reaches the agent’s screen, usually through a CRM integration, when the call arrives.
For the business, the difference shows up in the first seconds of the conversation. The agent starts on the problem rather than repeating questions, and the customer does not have to explain everything twice.
Example
A learner calls about a refund. The AI records the course and payment details, then transfers the call warm, so the agent can open with the refund options straight away.
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