How to do a warm transfer

A warm transfer is a true three-way conversation. You, the caller, and the teammate are all on the line at the same time. Once everyone has spoken, either you or the teammate can leave to finish the transfer.

Warm transfer is off by default

Warm transfer is controlled per user by your Cradle admin. Until they switch it on for your account, you won't see Warm as an option when you hit the transfer button — only Blind and Cold.

The reason it's off by default is the caller hears everything. As soon as you pick a teammate to warm-transfer to, the caller is still on the call while the teammate's phone rings — so if you say anything between hitting the button and the teammate joining, the caller hears it. Cold transfer is the right tool when you need a private hand-over.

If you'd like warm transfer enabled, ask your Cradle admin to switch it on for you.

Before you start

Your admin has enabled warm transfer for your account.
You're on an inbound or outbound external call.
New to transfers? See Transferring calls — overview to compare blind, cold, and warm.

Steps

While you're on the call, click the Transfer button.
Search for the teammate or pick them from the team list. For example, Priya Patel (Tax Consultant) on +64 9 555 1003.
Choose Warm as the transfer type.
Click Transfer. Cradle starts ringing the teammate. The caller stays on the call with you the whole time.
When the teammate answers, all three of you are connected. Introduce the caller and the teammate to each other.
Decide what happens next:
- When you hang up, the caller stays connected to the teammate. The transfer is complete.
- When the teammate hangs up, you and the caller stay on the call. You can carry on, or pick a different transfer type.

What the caller hears

A teammate's phone ringing in the background while you wait for them to pick up.
Anything you say while the teammate's phone is ringing.
Once the teammate answers, both of you talking.

What you should see

A three-party call screen showing the caller and the teammate.
A hang-up button that ends only your leg of the call.

If it doesn't work

You don't see Warm as an option. Your admin hasn't enabled it for your account. Ask them to switch it on, or use Cold transfer for a private hand-over instead.
The teammate doesn't answer. End the attempt and stay on the call with the caller, or try Cold transfer or Blind transfer with someone else.
The Transfer button is hidden. You're on an internal team call. Cradle doesn't transfer team-to-team calls.