Transfer, consult and three-way calls
Pass a caller to a coworker, a queue, the AI receptionist or an outside number. Talk to the person first, merge into a three-way call, or move a call to another of your devices.
This works the same in the browser phone and the desktop app.
Transfer a caller
- During the call, click Transfer.
- Pick where the call goes. The tabs are:
- People: your coworkers. A dot shows if each one is free.
- Queues: your call queues and ring groups, with how many callers are waiting.
- Flows: your call flows, such as a menu or an after-hours message.
- Receptionist: your AI receptionist, if you have one.
- Number: any outside phone number. The caller sees your business number.
- Choose what to do:
- Transfer now sends the caller straight there, and you drop off the call.
- Talk first lets you speak to the person before you hand over. See below.
If the person you pick is busy or away, Transfer now still works. The call follows their own settings, such as voicemail.
If a transfer fails, the phone tells you why, and you're still on the call with the caller. Click Try again or pick someone else.
Talk first (consult)
Talk first is for a person or an outside number. Queues, flows and the receptionist can only take Transfer now.
- Pick the person and click Talk first. Your caller goes on hold, and the other person's phone rings.
- When they answer, you can talk privately. Then choose:
- Complete transfer: the caller and your coworker are connected, and you drop off.
- Merge (3-way): all three of you talk together.
- Talk to …: switch between the caller and your coworker. The other one waits on hold.
- End consult: hang up on your coworker and go back to your caller.
If your coworker doesn't answer, click Try someone else, or Back to … to return to your caller.
You can't start a consult with someone who is on a call, away, on Do not disturb or offline. The phone tells you which.
Add a call (three-way)
- During a call, click Add call. Your caller goes on hold.
- Pick a person or type a number, then click Call.
- When they answer, click Merge calls to bring everyone together. Or click Transfer to … to hand your caller over instead.
During a three-way call:
- Leave call drops you off. The other two stay connected.
- Hold all puts both on hold. Resume all brings them back.
- Drop next to a person removes just them.
- End for all hangs up on everyone.
If one person hangs up during a consult, you can carry on with the other.
Move a call to another of your devices
You can move a live call between your own devices. For example, start a call in the browser and finish it in the desktop app.
When a call is on another of your devices, every other device shows a banner: On a call on …. Only the device that has the call shows its controls.
- Click Switch call here to move the call (sound and controls) to this device. The caller stays connected.
- In the desktop app with My desk phone turned on, the button is Move to desk phone. Your desk phone rings, and the call moves when you pick it up. Click Cancel to stop.
Some calls can't move yet, for example while the caller is still in an automated menu. The banner says why instead of showing the button.
From a desk phone
On supported desk phones, the phone's own Hold and Transfer keys work on Hey Quad calls, the same as in the browser. See Desk phones.
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