Calls & call handling
Transferring calls — overview
Cradle has three ways to transfer a call — blind, cold, and warm. Here's how to pick the right one.
When you transfer a call in Cradle, you pick one of three styles depending on how much hand-over the caller needs. This page is the short tour. Each style has its own how-to article with the exact steps.
The three transfer types
| Type | What happens to you | What the caller hears |
|---|---|---|
| Blind transfer | You leave the call immediately. | The caller is sent straight to the teammate's phone. If the teammate doesn't answer, the caller goes to that teammate's voicemail. |
| Cold transfer | The caller goes on hold while you speak to the teammate privately. You decide whether to complete the transfer or come back. | Hold music until you finish the hand-over. |
| Warm transfer | All three of you are on the call at the same time. Either you or the teammate can leave once the hand-over is done. | Both you and the teammate, talking. |
When you'd use each
- Blind — the fastest hand-over. Use it when you know the teammate is the right person and they don't need any context. The caller jumps straight to them.
- Cold — when you want to brief the teammate before passing the call, or check that they're free to take it. The caller doesn't hear your conversation.
- Warm — when introducing the caller in person matters. The three of you talk together so nothing gets lost in the hand-over.
Where each one lives
A note about warm transfer
Warm transfer is off by default. Until your Cradle admin switches it on for you, you'll only see blind and cold when you hit the transfer button. The reason for default-off is simple: until everyone is on the call, the caller is still listening, so anything you say can be heard. Ask your admin to enable warm transfer for you if you'd like to use it.
Internal calls
You can't transfer an internal call (a call between two teammates inside your organisation). The transfer button is hidden when you're on a team call.