Warm Transfers

Customers love it when our Operator solves a problem end-to-end—it feels like magic. But let's face reality: a fraction of calls still need a human touch, and that handoff is where most systems today break down. Cold handoffs leave human agents without context, force customers to repeat themselves, and slow down handle time for everyone involved.

That's why we're introducing Warm Transfers. In a warm transfer, Operator briefs the human agent on the customer's problem and gathered information before joining the two calls. Once connected, the human agent continues from where Operator left off. No confusion, no repetition, and no wasted work.

Why Warm Transfers beat cold handoffs

Warm Transfers transform potentially frustrating moments into great customer experiences—keeping your team efficient and your customers satisfied.

• Zero repetition: The human agent sees the entire conversation and the data the Operator already pulled.
• Faster resolution: Pilots cut average handle time by 30–45 seconds on complex calls.
• Happier teams: Human agents start with context, not interrogation.

66% of consumers list “having to repeat myself to different agents” as a top frustration ^[1].

How it works

1. Detect & hold: When Operator determines that a caller should be transferred to a human agent, it places the caller on hold.
2. Agent briefing: Operator dials an available human agent, provides a six-digit code, and shows the full call transcript and fetched data in the Operator dashboard.
3. Seamless join: After the agent reviews the context and signals “ready,” Operator bridges the lines and quietly steps out.

From the caller’s perspective the conversation simply continues—no back-tracking, no “Can you explain your issue again?”

Enabling Warm Transfers

Warm Transfers are available on every transfer rule. Open the transfer settings, toggle Warm Transfer, and you’re live.

Want to learn more about how Operator helps businesses automate the most complex phone operations? Sign up for a 15-minute demo.