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Warm transfer lets the AI assistant brief your representative about the caller’s request before connecting the call. Instead of a direct (blind) transfer where the caller is immediately connected, the warm transfer flow places the caller on hold, connects to your representative, provides a summary, and then joins the call.

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How warm transfer works

When a caller is transferred to a destination with warm transfer enabled:
  1. The caller is placed on hold with hold music.
  2. Avoca connects to your representative at the transfer destination.
  3. A transfer assistant provides a brief summary of the conversation — including the caller’s name, the reason for calling, and any relevant details collected during the call.
  4. Once briefed, the representative is connected with the caller.
If the representative does not answer or the transfer times out, the caller hears a fallback message and the call ends gracefully.
When warm transfer is disabled on a destination, Avoca uses a blind transfer — the caller is connected directly without a briefing step.

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Enabling warm transfer on a destination

You can enable warm transfer on individual transfer destinations from the Transfer Destinations page in the dashboard.
1

Open transfer destinations

Go to Settings > Transfer Destinations in the dashboard sidebar.
2

Edit a destination

Select an existing transfer destination or create a new one.
3

Enable warm transfer

In the destination dialog, toggle Warm Transfer on. Save your changes.
Destinations with warm transfer enabled display a Warm Transfer badge in the transfer destinations list.

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What the transfer assistant tells your representative

The transfer assistant provides a structured briefing that includes:
  • The caller’s name (if provided)
  • Why they are calling
  • Key details collected during the conversation (service address, preferred times, urgency)
  • Any relevant context the representative needs to continue the conversation
The briefing is concise and designed to prepare your representative without delay.

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Configuration options

Your Avoca account manager can customize the following warm transfer settings for your team:
SettingDescription
First messageThe opening message the transfer assistant says to your representative
Max durationMaximum time (in seconds) for the briefing before it ends automatically
Silence timeoutHow long the assistant waits for a response before ending
Hold audioThe audio callers hear while on hold
Fallback messageWhat the caller hears if the transfer fails
Transfer assistant promptInstructions for how the transfer assistant briefs your representative

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Warm transfer with multi-agent setups

If your team uses a multi-agent (squad) configuration, warm transfers work inline — each agent in the squad can transfer to warm-enabled destinations using the same team-level transfer destination settings. No additional configuration is needed for individual agents in a squad.

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Tips for a good warm transfer experience

  • Keep destination phone numbers accurate. Warm transfer calls your representative directly, so make sure the number reaches the right person or queue.
  • Test transfers end-to-end. Verify that your representative receives the briefing and the caller is connected afterward.
  • Use warm transfer for high-value scenarios. Warm transfers add a brief delay for the briefing step. They work best for calls where context matters — such as escalations, complex service requests, or VIP customers.
  • Use blind transfer for speed. If your representative does not need a briefing, keep warm transfer disabled for a faster connection.
Last modified on April 8, 2026