Flagship Feature

Raise First Call Resolution with
Call Transfers

Improve customer satisfaction with call forwarding, directing clients to the best-suited agent with just a few clicks. Deliver fast support and ensure issues are resolved correctly the first time.

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Solve Queries Efficiently

Get Warm Transfers

Pass along important customer details before transferring a call. No need for customers to repeat themselves—just smooth, seamless conversations that feel personal and effortless.

Assign Extensions

Quickly connect with specific departments or agents through internal extensions. Find the right person to handle customer inquiries, save time, and improve efficiency.

Redirect Calls Easily

Keep your service with no breaks by forwarding calls externally when your team isn’t available. Ensure customers always connect with someone who can help—no wasted time.

We’ve helped thousands of global companies

Case studies featuring customers who are building faster.

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Revolutionizing Revolut’s Efficiency and Saving 40+ Hours

“Thanks to CloudTalk’s reliability, we could improve sales teams’ performance and close more deals than we could have ever imagined.”

Jamie Devlin
Head of Operations

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Increasing productivity for 200 customer support agents

“With CloudTalk’s Analytics I now get to see every step of the way. We can find discrepancies and gain a much better understanding of our teams.”

Nelly Donnelly
Service Delivery Manager

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Delivering success for Glovo’s customer support team

“CloudTalk improved our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way.”

Yohann Bensadoun
Global Supply Growth

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Scaling outbound calls for MyHeritage 158 sales agents

“We have seen a significant increase in our outbound call volume. We can now reach out to more prospects and customers than ever before.”

Elay Sasson Call
Center Manager

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Smart Transfering

Guide Your Customers with Confidence

Direct your customers to the right agent or department in the best way possible.

What are Call Transfers?

Call transfers let you route a customer’s call to the right person or department, so they get the help they need—fast.

No more bouncing around or long wait times! It’s a simple way to keep conversations smooth, make support more efficient, and improve the customer experience.

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Types of Call Transfers

You can transfer calls using two types of call transfers: warm transfers and cold transfers.

A cold transfer (also known as a blind transfer) happens when a call is transferred to another agent or department without any context. The new agent picks up the call without knowing the customer’s issue, requiring the caller to explain everything from the beginning.
A warm transfer, on the other hand, ensures a smoother handoff. Before handing off the call, the first agent shares key details or even introduces the customer so they don’t have to explain everything again. It’s a simple step that makes customers feel valued instead of frustrated.

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Benefits of Call Transfers

Make Call Distribution More Efficient

Let Customers Reach the Right Person

Help your customers get to the right place on their own. An Interactive Voice Response (IVR) system greets callers with a simple menu, guiding them to the right department or agent based on their choices. IVR makes sure they get where they need to go—fast and hassle-free.

Send Calls Where They Belong

Don’t want to leave call routing to chance? Skill-based routing ensures incoming calls go to the best available agent based on pre-set rules. This keeps wait times low, balances workloads, and makes sure every caller gets the right help from the right person.

Ring Multiple Agents at Once

With Ring Groups, multiple phones ring at once or in a set order, so the first available agent can jump in and assist. This keeps response times quick and ensures customers always reach someone who can help—without endless ringing or voicemail frustration.

Route Calls Right, Every Time

Caller-Based Routing connects customers to the right agent based on their needs, past interactions, or profile. Whether it’s skill-based routing or caller-based routing, this feature makes every conversation smoother and more efficient.

How to Transfer a Call With CloudTalk

Click the “Transfer” icon on the softphone.
A menu will appear with two tabs: Internal Transfer (send calls within your company) and External Transfer (forward calls to external contacts).
Once you select a contact, choose between Cold Transfer (“Transfer Now”) or Warm Transfer (“Talk to Agent A First”).
If you choose Warm Transfer you will be able to speak with your teammate before transferring.

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Features

Other features you might like

Flagship Feature

Call Flow Designer

Design your inbound calling journey to fit the unique needs of your business and customers’ expectations.

Learn more

VIP Queues

Assign VIP tags to your higher-priority customers so they can skip the queue and reach the right agent instantly.

Learn more

Skill-Based Routing

Assign custom skills to your agents or teams and route customer calls automatically based on their expertise.

Learn more

Caller-Based Routing

Automatically route customers based on factors such as location, purchase history, and language.

Learn more

Frequently asked questions

Everything you need to know about the product and billing.

What is the difference between a warm transfer and a cold transfer?

A warm transfer involves an agent speaking to the next representative before transferring the call, ensuring a smoother handoff with context. A cold transfer (or blind transfer) simply forwards the call without any prior communication.

Can I transfer calls to an external number?

CloudTalk supports external transfers, allowing you to forward calls to any phone number outside your organization. This is especially useful when an agent needs to switch devices or stay connected while on the go.

How does intelligent call routing work?

Intelligent routing ensures that customers are connected to the best-qualified agent based on their inquiry type, previous interactions, or customer profile.

What happens if no one answers a transferred call?

If the recipient doesn’t pick up, most systems will either send the caller to voicemail, return them to the original agent, or redirect the call to another available representative, ensuring no customer is left unattended.