What a warm transfer is
In a warm transfer, the person or system handling the call connects to the next person first. It shares the caller's name, the reason for the call, and anything already collected. Then the caller is joined in. The caller stays on the line throughout, and the receiving person starts informed.
The alternatives each cost something. A cold or blind transfer sends the caller on with no context, so they repeat themselves or land in the wrong queue. Voicemail ends the call and starts phone tag. A callback task records the details for staff to follow up later. It works when no one is free, but the patient still waits.
Rivvi, on the Team plan, warm-transfers live calls with context to the right person. If a practice routes calls through a phone tree, Rivvi can navigate it to reach the right department. When no one can take the call, Rivvi creates a follow-up task with the details. Outcomes are recorded and pushed to a connected CRM.