Adding a Cold Transfer in Your Script

In your script, every Closing, our Outcome step will have the option to add a Cold Transfer. During a Cold Transfer, the CSR will blindly transfer the caller through without first seeing if someone is available to take the call. The agent would then disconnect from the line. For instructions on how to build a Warm Transfer, check out this article.

To add a Cold Transfer, open up your Call Script and locate the Outcome step you wish to add the transfer to.

In the Transfer field, enter the number in 10-digit format (e.g., 2155551212). This will show in the operator’s view, and the number will be manually copied and pasted into the dialer.

NOTE: You cannot cold transfer to an extension.

Don’t forget to click Publish Changes.