Transfer to an agent or category
Search for a colleague or team. Agent results show availability, and categories show how many agents are available.
What your team can control.
Hold during consultation
The caller hears hold music while the transfer request is sent and the agents consult privately.
Accept or decline
The receiving agent can accept or decline. Category requests ring all available agents, and the first to accept joins the consultation.
Transfer or conference
Hand over the call with Transfer, or use Add to bring the caller and colleague into a three-way conference.
Cancel or resume
Cancel the consultation and try another agent, or return to the caller. Unanswered requests expire after the answer time limit.
Continuous call record
Agent-to-agent consultation is not recorded. Agent–caller conversations remain in a single recording on the ticket.
Transfer reporting
Review transfer destinations in call exports and Transfer In entries in the Call Leg Report.
How it works, and common questions.
How does warm transfer work in HappyFox?
During a call, the agent clicks the Transfer icon. The agent searches for an agent or a category and sends the transfer request. The caller is placed on hold with music. The target agent (or the first available agent in the category) accepts, and the two agents consult privately. The agent chooses to Transfer, Add to a 3-way conference, Cancel, or Resume. The caller is connected to the new agent, joins the conference, or returns to the original agent.
What is a warm transfer?
A transfer where the agent first speaks privately with the other agent, then hands off the call. It's also called a Consult Transfer.
What does the caller hear during a transfer?
Hold music. The caller doesn't hear the conversation between the two agents.
Can I transfer to a team instead of one person?
Yes. You can search for a category. The request goes to all available agents in that category, and the first to accept is connected.
Can I see who's available before I transfer?
Yes. Agents show as Available, Busy, or Unavailable, and categories show the number of available agents.
What if the other agent doesn't answer?
The request expires after the answer time limit. The caller stays on hold, and you can cancel and try another agent or resume the call.
Can I bring the other agent into the call instead of handing it off?
Yes. Choose Add to create a 3-way conference.
Are agent consults recorded?
No. Only agent–caller conversations are recorded, and the ticket shows a single recording file.