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A warm transfer is when the person or system handling a call briefly speaks with the next recipient before connecting the caller, passing along context such as the caller's name and reason for calling. The caller is then handed over to someone already prepared for the conversation.
In a warm transfer, the receptionist or AI does not simply push the call through. It first reaches the intended recipient, explains who is calling and why, and confirms they are ready to take it.
This gives callers a smoother experience because they do not have to repeat themselves, and the recipient is not caught off guard. It is common for sales, support, and appointment calls where context matters.
Warm transfers contrast with cold transfers, in which the call is connected directly with no advance briefing.
In a warm transfer, the recipient is briefed before the caller is connected. In a cold transfer, the call is sent through immediately with no introduction.
Related: Cold Transfer, Call Routing, Call Screening, Live Answering