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Who uses this: Admins, Team Managers, and Service Agents — Limited Agents don’t have access to Engage. Availability: United States and Canada · Engage add-on.
A transfer hands a live Engage call off to another team member. The Engage web app supports blind transfers, which move the call to the other party immediately without you speaking to them first — the only transfer type currently available in Engage.

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Overview

A blind transfer sends an active call straight to another party with no heads-up conversation first. It differs from an attended (warm) transfer, where you would first speak with the receiving party — to brief them on the caller or confirm they can take the call — and then complete the transfer. Engage supports blind transfers only. You can transfer calls to phone lines you don’t manage — see Engage User Roles Details.

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Before you begin

You can only transfer an active call. If the call is on hold, resume it before transferring — see How to Put a Caller on Hold.

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Perform a blind transfer

On the active call, select the Transfer button. The call moves to the other party immediately, without a conversation with the receiving party first. Your transfer is complete when you select Transfer on an active call and the call moves straight to the receiving team member.