> ## Documentation Index > Fetch the complete documentation index at: https://help.withallo.com/llms.txt > Use this file to discover all available pages before exploring further. # Call Transfer > Transfer live calls to team members ## 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 Tap the transfer icon during the call Choose which team member to transfer to from the list Tap "Transfer" to initiate * 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) 1. **Tap transfer button** - During active call 2. **Select team member** - From transfer menu 3. **Confirm** - Tap transfer 4. **Automatic disconnect** - You're removed from call ### For the caller 1. **On hold** - Hears hold music or message 2. **Wait** - While team member's phone rings 3. **Connect** - When team member answers 4. **Continue conversation** - With new person ### For the recipient (team member) 1. **Phone rings** - Incoming transfer notification 2. **See caller info** - Who's being transferred 3. **Transferred by** - Shows who transferred the call 4. **Answer** - Tap to accept 5. **Call connects** - Speaks with caller directly *** ## Transfer scenarios ### Route to right person **Situation:** Caller needs different department or expertise **Process:** 1. Listen to caller's need 2. Determine who can help 3. Tap transfer button 4. Select team member 5. Confirm transfer **Tell the caller:**\ "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:** 1. Understand the situation 2. Tap transfer 3. Select manager 4. Transfer immediately **Tell the caller:**\ "Let me connect you with my manager who can help resolve this." ### During busy periods **Situation:** You need to handle another urgent call **Process:** 1. Find available team member 2. Initiate transfer 3. Move to next call **Important:**\ 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 **Good script:**\ "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 **Avoid:** * 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 Once you transfer, you cannot get the call back. Make sure the transfer is correct before confirming. *** ## For teams ### Transfer directory **Quick access:** * Transfer menu shows all team members * See their names * One-tap to transfer * Fast routing **Setup:** 1. Admin adds team members 2. Everyone appears in transfer list 3. Transfer available immediately [Add team members](/en/team/manage-members) ### 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 **Key message:**\ 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: 1. Put caller on brief hold 2. Send quick message to team member (Slack, etc.) 3. Give them context 4. Then transfer the call ### Option 2: Take information If transfer might fail: 1. Get caller's information 2. Explain you'll have \[Name] call them back 3. Pass information to team member 4. Ensure callback happens ### Option 3: Three-way introduction For important calls: 1. Take caller's number 2. Call team member separately 3. Brief them on situation 4. Call caller back with team member These workarounds take more time but ensure better handoffs for important calls. *** ## Troubleshooting **Check:** * You're on an active call (answered, not ringing) * You have team members added * App is up to date * You're not on personal number call **Location:**\ Transfer icon appears during active Allo calls. **Verify:** * Team members have Allo accounts * They're added to your team * Your subscription includes team features * You're logged into correct account **Solution:**\ Ask admin to verify team setup. [Team management](/en/team/manage-members) **Check:** * Their Allo app is open and logged in * They have internet connection * Notifications are enabled * They're not on Do Not Disturb **What happened to caller:**\ If team member doesn't answer, call goes to their voicemail. **Common causes:** * Team member declined * Team member didn't answer in time * Network issue * Recipient's app crashed **Solution:**\ You cannot recover the call. Follow up with caller if you have their number. **Prevention:**\ Verify recipient availability before transferring when possible. **Current limitation:**\ 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 **Not currently supported:**\ Transfers only work to team members with Allo accounts. **Alternative:** 1. Take caller's number 2. Tell them someone will call back 3. You call external person 4. Brief them 5. 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 **Automatic Routing:** * Before call answered * Pre-configured rules * Happens automatically * For predictable routing **Use both:** * Automatic routing for most calls * Manual transfer for exceptions [Learn about call routing](/en/features/call-routing) *** ## Common questions No. Once you transfer and disconnect, you cannot retrieve the call. The recipient must handle it or transfer to someone else. Yes. They hear hold music and a message indicating the transfer. Always tell them before transferring so they're not surprised. No. Transfer goes to one team member at a time. If they don't answer, it goes to their voicemail. 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. Yes. The recipient can transfer to another team member if needed. But try to avoid multiple transfers as it frustrates callers. Yes. The call continues to be recorded after transfer. The recording includes both your portion and the recipient's portion. *** ## Related features Automatic call distribution Let callers choose department before ringing Add team members for transfers Auto-route outside hours instead of manual transfer