Transferring Calls in the Lead Center Mobile App

Heads up!

There is a new version of the iOS Lead Center mobile app! Check out this article to learn more about the changes.

You can transfer an active call to any agent while on the go using the Lead Center mobile app. 

How to transfer a call

  1. While you're on a call, tap the Transfer button.

    transfer.jpg

  2. Choose the agent you would like to transfer the call to from the list and tap their name.

  3. You will be disconnected from the customer. They will hear ringing, as they would if they were calling the agent directly. Once the agent answers, the transfer is complete.

  4. If the agent is not online or doesn't pick up, the customer will be sent to the agent's personal voicemail. If your call flow is set up to skip voicemail, the customer will be sent to the next step in the call flow. If you don't have a call flow and the agent doesn't have voicemail set up, the call will be disconnected.

FAQs

Why don't I see the option to warm transfer to an agent?
The Lead Center mobile app doesn't have warm transfers just yet, but we're looking to add it soon!

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