Skip to main content

​
How to transfer a call

Select the transfer button during a call, then choose how to transfer. Call transfer works in the Allo web, desktop and mobile apps. Live transfers go to teammates with an Allo account. To bring someone into the call without leaving it, invite them to the call instead.

​
How to hand off a call right away

Use Hand off now when your teammate does not need any context.
1

Select the transfer button

During an active call, select the transfer button in the call controls.
2

Choose Hand off now

Select Hand off now.
3

Pick the teammate

Select the teammate who takes the call. Their phone rings and you leave the call.
After a hand off, you cannot get the call back. Check that you picked the right teammate before you confirm.

​
How to talk to a teammate before transferring

Use Ask a teammate first to tell your teammate who is calling and why, before they pick up the conversation. This is often called a warm transfer.
1

Select the transfer button

During an active call, select the transfer button in the call controls.
2

Choose Ask a teammate first

Select Ask a teammate first, then pick the teammate.
3

Talk to your teammate

Allo puts your caller on hold and calls your teammate. The caller cannot hear this conversation.
4

Connect the caller

When your teammate is ready, choose one of two options:
  • Complete transfer: the caller and your teammate are connected, and you leave the call.
  • Merge: the caller, your teammate and you are on the same call. You can hang up whenever you want, and the caller stays on the line with your teammate.
To go back and forth between your caller and your teammate before you decide, select Swap.
If your teammate does not answer, you can resume the call with your caller. The caller is not lost. Once the calls are merged, the call works like a conference call.

​
How to send a caller to a number outside Allo

Live transfers only reach teammates with an Allo account. To send callers to an external number, add a Forward to a number step to your line’s IVR, with the country code. Missed-call forwarding to an external number is also available in your number settings. Two things to know about forwarding:
  1. The forwarded leg is a new outbound call from your Allo number, billed at your calling rates for the destination of the external number.
  2. The person receiving the forwarded call sees your Allo number as the caller, not the original caller’s number.
A call forwarded abroad is an international call and is billed as one, whatever the origin of the incoming call.

​
Troubleshooting

Check:
  • The call is answered, not still ringing
  • Your team has other members in Allo
  • Your Allo app is up to date
The transfer list only shows teammates with an Allo account on your team. Ask an admin to check that the teammate was added in team management.
Check that your teammate:
  • Has the Allo app open and signed in
  • Has an internet connection
  • Has notifications turned on
  • Is not on Do Not Disturb

​
Common questions

No. After Hand off now, the teammate handles the call or transfers it again. Use Ask a teammate first if you want to stay on the call.
With Ask a teammate first, you can resume the call with your caller. With Hand off now, you have already left the call.
Yes. The teammate who receives the call can transfer it to another teammate.
Yes. Recording continues after the transfer.
A transfer is something you do by hand during a live call. Call routing sends calls to the right person automatically, before anyone answers.

Conference calls

Invite teammates or outside numbers into a call

Call routing

Send calls to the right person before anyone answers

IVR menu

Let callers pick a department before ringing

Team management

Add teammates so you can transfer calls to them