Using Warm Transfer
Warm Transfers are used primarily for two Reasons:
You have a hot prospect on the line and you'd like to bring another agent from your team in to take over the call. (Warm hand-off)
You have a call with a hot prospect and they would like to add in someone at their request (e.g. another family member). (Conference)
Initiate a Warm Transfer in smrtDialer
Once a call is loaded up, on the Action Bar, above Lead's information, you see the options:
☎️ Keypad - Use the keyboard inside the smrtDialer whether using the mouse or your computer's keyboard.
✉️ Send SMS - Send a text message while on a call, without leaving this window or hanging up the call.
➿ Drop Voicemail - In case you do not have A.I.Voice Detection on and you reach a lead's Voicemail, now you can drop yours manually.
📞 Transfer Call - smrtPhone Pro subscribers have the option of a warm transfer or team call. smrtPhone Standard subscribers can simply pass the call with a cold transfer.
⏸️ Hold Call - The option to hold the current call. (Available for Pro subscribers.)
❌ Hang up - End a call at your convenience.
Select📞→ Transfer the Call. A pop-up box will give you options for the transfer.
You can dial an external number/contact from your contacts app or you can call a teammate. It also allows you to complete the transfer on answer (cold transfer) if you check the box. If you don't check it, you will stay on the line and can make an introduction.
Then you click the Start Transfer button.
Assuming you stay on the call when the new addition connects, you can make the introduction and explain the situation while keeping the original call on hold. You can then unhold at any time to connect all parties.
When you are ready to leave, you can Complete the Transfer. The two other parties will stay together, and you will leave the call.
If the third party you were trying to bring in did not answer or you got their voicemail, you can cancel the transfer from this dialogue box as well.