> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zuper.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Transfer a call (warm and cold)

> Transfer an ongoing customer call to another Zuper Connect user with a warm or cold transfer.

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.

### 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.

> [!WARNING]
>
> **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**.

> [accordion] **Before you begin**
>
> * 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.

## Transferring a call

1. While on the active customer call, click **Transfer**.\


   ![01 Active Call Transfer](https://mintcdn.com/zuperinc/_9-fiO8gSTl7TbbS/images/01-active-call-transfer.png?fit=max\&auto=format\&n=_9-fiO8gSTl7TbbS\&q=85\&s=a8c10d73bc7f22fd5b9dc09c9569d627)
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](https://mintcdn.com/zuperinc/_9-fiO8gSTl7TbbS/images/02-user-list.png?fit=max\&auto=format\&n=_9-fiO8gSTl7TbbS\&q=85\&s=52329fd7c035bb462c7116e5ce961438)
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](https://mintcdn.com/zuperinc/FePdM45rCPB3aH44/images/03-transfer-type-sheet.png?fit=max\&auto=format\&n=FePdM45rCPB3aH44\&q=85\&s=bda9d1908bc8579797a57acd7bcb5cca)

## Make a warm transfer

1. Select the receiving user and click **Talk First**.\


   ![Talkfirsttransfer](https://mintcdn.com/zuperinc/bkaGesOUUa622Gyr/images/Talkfirsttransfer.png?fit=max\&auto=format\&n=bkaGesOUUa622Gyr\&q=85\&s=8fd19133e66453051f07d86560aa2afc)
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](https://mintcdn.com/zuperinc/FePdM45rCPB3aH44/images/06-internal-call-controls.png?fit=max\&auto=format\&n=FePdM45rCPB3aH44\&q=85\&s=8a6d61cbc7740f2f271f45369a623290)

## 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](https://mintcdn.com/zuperinc/FePdM45rCPB3aH44/images/04-transfer-ringing-cancel.png?fit=max\&auto=format\&n=FePdM45rCPB3aH44\&q=85\&s=cabcbe7a17def85d5302d462b9bd9ffd)
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](https://mintcdn.com/zuperinc/FePdM45rCPB3aH44/images/05-cancel-transfer-dialog.png?fit=max\&auto=format\&n=FePdM45rCPB3aH44\&q=85\&s=d846cb0042fe528fded99efb1c38735d)

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.'

> [!WARNING]
>
> **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.

## Make a cold transfer

1. Select the receiving user and click **Transfer Now**.

   ![03 Transfer Type Sheet 1](https://mintcdn.com/zuperinc/FePdM45rCPB3aH44/images/03-transfer-type-sheet-1.png?fit=max\&auto=format\&n=FePdM45rCPB3aH44\&q=85\&s=57e26f291fa4c599000f6a2f2089977d)
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.

> [!WARNING]
>
> **Important:** If the receiving user declines or doesn't answer, the customer's call ends.

## FAQs

> [accordion] Can I transfer an internal call to a teammate?
>
> No. The **Transfer** option appears only on customer calls. It isn't shown on a call between two Zuper Connect users.

> [accordion] Can I transfer a call to someone outside my company?
>
> No. You can only transfer calls to Zuper Connect users in your own account.

> [accordion] Why isn't a teammate showing in the transfer list?
>
> Only available users are listed. Teammates whose status is Away or Busy don't appear.

> [accordion] Can I transfer a call that was transferred to me?
>
> 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.

> [accordion] Can I put the call on hold or record it during a warm transfer?
>
> No. **Hold** and **Record** are unavailable during a warm transfer.

> [accordion] What happens if I hang up during a cold transfer before the receiving user answers?
>
> The customer's call ends. Stay on until the transfer is confirmed, or use a warm transfer.


## Related topics

- [Connect Dialer in HubSpot](https://docs.zuper.co/Zuper_Connect/Zuper-Connect-Dialer-in-HS.md)
- [Chrome Browser Configuration](https://docs.zuper.co/Zuper_Connect/Chrome-Browser-Configuration.md)


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