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Transferring Incoming Calls on Your Mobile Device

This article explains how to use the Inbound Call Transfer feature within the CRM mobile app. This functionality allows you to hand off a live incoming call to another team member or an external number directly from your phone, choosing the transfer method that best suits the situation.

Understanding Inbound Call Transfer

Inbound Call Transfer gives you the flexibility to redirect a call you have answered to another person. You can perform a quick, immediate handoff or stay on the line to provide context before completing the transfer.

Benefits of Mobile Call Transfers

Using this feature on the mobile app enhances your ability to manage calls effectively while on the go.

Seamlessly transfer calls to colleagues or external numbers.
Choose between a warm transfer (staying on the line) or a blind transfer (leaving immediately).
Manage all participants in a live call from your mobile device.
Leave a call without disconnecting the other parties.
Remove other participants from the call if necessary.

How to Transfer an Inbound Call

Follow these steps to transfer a call you are currently on.

Step 1: Answer an Incoming Call

Begin by answering an inbound call through the CRM mobile app.

Step 2: Access the Transfer Option

While on the call, tap the Transfer button, which is located in the top-right corner of the call screen.

Step 3: Select a Recipient

Choose who you want to transfer the call to. You can select from:

Your staff list
Your contacts
A number using the dial pad
Your recent calls list

Step 4: Choose the Transfer Type

You will be prompted to select a transfer method:

Warm Transfer: You remain on the call to introduce the caller or provide context before leaving.
Blind Transfer: The call is transferred instantly, and you are disconnected.

Step 5: Manage Participants (Warm Transfer Only)

If you selected a warm transfer, you can manage the call participants. Slide up the participant panel from the bottom of the screen to access options such as:

Leaving the call without ending it for others.
Ending the call for all participants.
Removing an individual participant (e.g., another staff member).

Selecting the right transfer type is key to a smooth handoff.

Warm Transfer

This method is ideal when context is important. Use it for:

Introducing the caller to the new team member.
Providing background information about the customer or issue.
Supervising the initial part of the escalated call.

This is a faster option best suited for situations where your continued presence is not required, such as:

Quickly routing a call to the correct department.
Transferring to an external number or voicemail.

Managing Call Participants

During a warm transfer, you have control over who is on the call. The participant management features allow you to:

View all current participants in a list.
Leave the call while it remains active for the other parties.
Remove another participant from the call.
End the call for everyone.

Frequently Asked Questions

What is the difference between an inbound and an outbound transfer?

An inbound transfer occurs when you redirect a call that you have received. An outbound transfer happens when you initiate a call and then add another person to it.

Can I transfer a call to an external phone number?

Yes, you can transfer calls to external numbers using the dial pad, provided this is allowed by your user settings.

Which mobile app versions support this feature?

This feature is available in the CRM mobile app version 3.97.3 and above. If you are using a white-labeled app, please contact your provider to request the update.

Can I rejoin a call after I have transferred it?

No, once you complete the transfer and leave the call, you cannot rejoin the conversation.

Will the caller be notified they are being transferred?

The system does not play an automated message. However, if you speak during a warm transfer to introduce the caller, they will naturally understand the context.

Inbound Call Transfer on the Mobile App