What is call transfer
Transfer an active call to another team member. The caller stays on hold while the call connects to the new person. How it works:- You transfer during a call
- Caller goes on hold
- Team member’s phone rings
- When they answer, call connects automatically
- You’re disconnected
How to transfer a call
1
During an active call
Tap the transfer icon during the call
2
Select team member
Choose which team member to transfer to from the list
3
Confirm transfer
Tap “Transfer” to initiate
4
Transfer completes
- Caller is placed on hold
- Team member’s phone rings
- When they answer, call connects
- You’re automatically disconnected
Transfers only work to other team members with Allo accounts. External number transfers are not currently supported.
What happens during transfer
For you (transferring person)
- Tap transfer button - During active call
- Select team member - From transfer menu
- Confirm - Tap transfer
- Automatic disconnect - You’re removed from call
For the caller
- On hold - Hears hold music or message
- Wait - While team member’s phone rings
- Connect - When team member answers
- Continue conversation - With new person
For the recipient (team member)
- Phone rings - Incoming transfer notification
- See caller info - Who’s being transferred
- Transferred by - Shows who transferred the call
- Answer - Tap to accept
- Call connects - Speaks with caller directly
Transfer scenarios
Route to right person
Situation: Caller needs different department or expertise Process:- Listen to caller’s need
- Determine who can help
- Tap transfer button
- Select team member
- Confirm transfer
“I’m going to transfer you to [Name] who can help you with that. One moment please.”
Escalation
Situation: Issue requires manager or senior team member Process:- Understand the situation
- Tap transfer
- Select manager
- Transfer immediately
“Let me connect you with my manager who can help resolve this.”
During busy periods
Situation: You need to handle another urgent call Process:- Find available team member
- Initiate transfer
- Move to next call
Verify someone is available before transferring when possible.
Transfer best practices
Before transferring
Tell the caller:- Who you’re transferring them to
- Why this person can help better
- That they’ll be on hold briefly
- Set expectations
“I’m going to transfer you to Sarah on our support team who specializes in this. You’ll hear hold music for just a moment while I connect you.” Bad script:
“Let me transfer you.” click
Choose the right person
Make sure:- Team member is available
- They have the right expertise
- They can actually help
- You’re not creating a transfer loop
- Guessing who can help
- Transferring multiple times
- Sending to random person
- Creating bad caller experience
What you cannot do
Current limitations:- Cannot speak with recipient before transfer
- Cannot add context to transfer
- Cannot transfer to external numbers
- Cannot conference call
- Cannot retrieve call after transfer
For teams
Transfer directory
Quick access:- Transfer menu shows all team members
- See their names
- One-tap to transfer
- Fast routing
- Admin adds team members
- Everyone appears in transfer list
- Transfer available immediately
Transfer notifications
Team members see:- Who is transferring the call
- Caller’s phone number
- Time of transfer
- Can accept or decline
Communication
Train your team:- When to accept transfers
- What to say to callers
- How to handle context gaps
- Follow-up procedures
Since you can’t brief the recipient, ensure clear communication with the caller about who they’re being transferred to and why.
Alternative: Add context first
Since you can’t speak with the recipient before transferring, consider these workarounds:Option 1: Quick message
Before transferring:- Put caller on brief hold
- Send quick message to team member (Slack, etc.)
- Give them context
- Then transfer the call
Option 2: Take information
If transfer might fail:- Get caller’s information
- Explain you’ll have [Name] call them back
- Pass information to team member
- Ensure callback happens
Option 3: Three-way introduction
For important calls:- Take caller’s number
- Call team member separately
- Brief them on situation
- Call caller back with team member
These workarounds take more time but ensure better handoffs for important calls.
Troubleshooting
Transfer button not appearing
Transfer button not appearing
Cannot see team members
Cannot see team members
Verify:
Ask admin to verify team setup.Team management
- Team members have Allo accounts
- They’re added to your team
- Your subscription includes team features
- You’re logged into correct account
Ask admin to verify team setup.Team management
Team member didn't receive transfer
Team member didn't receive transfer
Check:
If team member doesn’t answer, call goes to their voicemail.
- Their Allo app is open and logged in
- They have internet connection
- Notifications are enabled
- They’re not on Do Not Disturb
If team member doesn’t answer, call goes to their voicemail.
Transfer failed, caller disconnected
Transfer failed, caller disconnected
Common causes:
You cannot recover the call. Follow up with caller if you have their number.Prevention:
Verify recipient availability before transferring when possible.
- Team member declined
- Team member didn’t answer in time
- Network issue
- Recipient’s app crashed
You cannot recover the call. Follow up with caller if you have their number.Prevention:
Verify recipient availability before transferring when possible.
Want to add context during transfer
Want to add context during transfer
Current limitation:
You cannot speak with recipient before transfer completes.Workarounds:
You cannot speak with recipient before transfer completes.Workarounds:
- Message them before transferring
- Explain clearly to caller who they’re being transferred to
- Have caller explain situation to new person
- Follow up after transfer to ensure success
Need to transfer to external number
Need to transfer to external number
Not currently supported:
Transfers only work to team members with Allo accounts.Alternative:
Transfers only work to team members with Allo accounts.Alternative:
- Take caller’s number
- Tell them someone will call back
- You call external person
- Brief them
- Have them call the customer
Comparison with routing
Transfer vs. Automatic Routing
Transfer (manual):- During active call
- You choose recipient
- One-time action
- For unexpected routing
- Before call answered
- Pre-configured rules
- Happens automatically
- For predictable routing
- Automatic routing for most calls
- Manual transfer for exceptions
Common questions
Can I transfer back if it was wrong?
Can I transfer back if it was wrong?
No. Once you transfer and disconnect, you cannot retrieve the call. The recipient must handle it or transfer to someone else.
Does the caller know they're being transferred?
Does the caller know they're being transferred?
Yes. They hear hold music and a message indicating the transfer. Always tell them before transferring so they’re not surprised.
Can I transfer to multiple people at once?
Can I transfer to multiple people at once?
No. Transfer goes to one team member at a time. If they don’t answer, it goes to their voicemail.
What if the team member is busy?
What if the team member is busy?
Their phone will still ring. They can see the transfer and choose to answer or decline. If they decline or don’t answer, caller goes to their voicemail or virtual receptionist.
Can team member transfer to someone else?
Can team member transfer to someone else?
Yes. The recipient can transfer to another team member if needed. But try to avoid multiple transfers as it frustrates callers.
Is the call still recorded after transfer?
Is the call still recorded after transfer?
Yes. The call continues to be recorded after transfer. The recording includes both your portion and the recipient’s portion.
