What it does

Normally, when the AI agent transfers a caller to your team, the call connects straight through. With warm transfer on, the person who answers first hears a short spoken brief - the business name and what the caller is after - and only then is the caller connected. No more "hello, who is this?".

How to turn it on

  • Make sure call transfer is set up on the desk (Call handling > Routing - add a transfer number or department targets).
  • Open the desk's Settings page and switch on Call behaviour > Warm transfer.

Good to know

  • The brief is short and based on what the caller actually said on the call.
  • It works for both the default transfer number and department routing.
  • If you'd rather connect calls instantly, just leave it off.

If your number forwards to RingDesk

This feature dials a phone to reach you, so it needs a line that isn't the one you forward to us - a line that forwards to RingDesk can't be rung back by RingDesk, because the call diverts straight back. Point it at a different phone (a second mobile, a landline, a colleague), or see Why RingDesk can't call your forwarded number back for the three ways to set this up.

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