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Zuper Connect lets you transfer an ongoing customer call to another agent in your organization. You can choose a warm transfer to speak with the receiving user before handing over the call, or a cold transfer to redirect the call immediately.

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Difference between warm and cold transfer

  • Warm transfer (Talk First): You speak with the receiving user while the customer is on hold and hears hold music. You can give them context before you hand over the call. You can also bring everyone into a three-way call or go back to the customer.
  • Cold transfer (Transfer Now): The call is sent straight to the receiving user, with no conversation beforehand. You leave the call as soon as you confirm the transfer.
Important: If the receiving user declines a cold transfer or doesn’t answer it, the customer’s call ends. If you aren’t sure the receiving user can take the call, use Talk First.
  • Zuper Connect must be enabled for your account, and your role must have agent access.
  • The call must be a Zuper Phone call with a customer that has been answered. Calls placed with your phone’s native dialer cannot be transferred.
  • You cannot transfer a call between two Zuper Connect users. The Transfer option does not appear on internal calls.
  • Only available users appear as transfer targets. Users whose status is Away or Busy are not listed.

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Transferring a call

  1. While on the active customer call, click Transfer.
    01 Active Call Transfer
  2. The Available Users list opens. Find the user you want to transfer to, or type their name in the Search Users bar.
    02 User List
  3. Select the user. On the Transfer call sheet, choose a transfer type:
    • Tap Talk First for a warm transfer.
    • Tap Transfer Now for a cold transfer.
      03 Transfer Type Sheet

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Make a warm transfer

  1. Select the receiving user and click Talk First.
    Talkfirsttransfer
  2. Wait for the receiving user to answer. The customer stays on hold and hears hold music while you connect with the receiving user.
    • While the receiving user’s phone is ringing, the only control you can use is Cancel Transfer.
  3. Once the receiving user answers, choose how you want to proceed:
    1. Transfer the call: Click Transfer Now. In the Call Transfer dialog, click Transfer Call. The receiving user takes over the customer call, and you are disconnected.
    2. Start a three-way conversation: Click Merge to bring the customer, the receiving user and yourself into the same call. When you’re ready to leave, click Leave Call. Then confirm Leave this call? The call continues for the other participants.
    3. Switch between the two: Click Swap to move between talking to the customer and talking to the receiving user. Each time, the other party is placed on hold.
    4. Return to the customer: Click End Consultation. In the End Consultation? dialog, click End Consultation to drop the receiving user and return to the customer. Click Stay in Consultation to keep talking with them. End Consultation is unavailable while you are swapped to the customer.
      06 Internal Call Controls

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Cancel a transfer before the receiving user answers

If the receiving user’s phone is still ringing and you want to stop the transfer:
  1. Click Cancel Transfer.
    04 Transfer Ringing Cancel
  2. In the Cancel Transfer? dialog, click Cancel Transfer. The receiving user is dropped from the call, and you return to the customer. To keep waiting instead, click Keep Transfer.
    05 Cancel Transfer Dialog
If the receiving user declines, you’ll see a banner saying ‘Name declined a call.’ If they hang up after answering, the banner says ‘Name left the conversation.’
End vs. Leave Call: During a warm transfer or a merged call, the red End button ends the call for everyone, including the customer. You’ll be asked to confirm End the entire call? before it happens. To leave a merged call without ending it for the others, use Leave Call instead.

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Make a cold transfer

  1. Select the receiving user and click Transfer Now.
    03 Transfer Type Sheet 1
  2. In the Call Transfer dialog, click Transfer Call to confirm, or Cancel to go back.
You leave the call. The customer hears hold music while the call rings on the receiving user’s phone.
Important: If the receiving user declines or doesn’t answer, the customer’s call ends.

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FAQs

No. The Transfer option appears only on customer calls. It isn’t shown on a call between two Zuper Connect users.
No. You can only transfer calls to Zuper Connect users in your own account.
Only available users are listed. Teammates whose status is Away or Busy don’t appear.
It depends on how it was transferred. If you received the call by cold transfer, you can transfer it again. If you received it by warm transfer, the Transfer option isn’t available.
No. Hold and Record are unavailable during a warm transfer.
The customer’s call ends. Stay on until the transfer is confirmed, or use a warm transfer.