Adding a cold transfer option to your script is a perfect way to use a Specialty Answering Service agent as your personal virtual receptionist. With a cold transfer, our agents will send the callers directly to your phone. This is different from a Warm Transfer where our agents will see if you want to accept the call before transferring. The Call Script Builder makes creating a cold transfer easy.
This tutorial will describe how to build a cold transfer step into your script so that we are attempting to transfer callers to you 24 hours a day. Keep in mind that for this tutorial, the location assigned to your path
must have its business hours set
as 24, or your "From" time as 12:00 AM and your "To" time as 11:59 PM. We'll be tackling this build in two parts:
- Adding the Cold Transfer Step: You'll be adding the Cold Transfer step to an existing script path.
- Building the Cold Transfer Option: With the Cold Transfer step built in, you'll add the staff member who will accept the transfer.
If 24-hour warm transfers aren't the type of transfer you are looking for, please visit our transfer overview page
for links to other types of call transfer tutorials, like how to add warm transfers or restrict transfers to business hours.
Adding the Cold Transfer Step
1. You'll need to navigate to the Call Script Builder
so you can access your answering service script. Click on the Campaigns
link from the left navigation menu. Next, click the Details
icon to the right of the campaign you'd like to edit, and then click the blue Edit your script
button to open the script builder.
2. With your call script open, click the +
sign next to the name of the path you would like to edit. Then, click on the step before the the step where you want to insert the Transfer option. In our example, we'll be replacing the current Closing step with a Cold Transfer. Click on the step called RegardingOther
, and you'll see the details open on the right.
3. At the bottom of the step details, you'll see the words Next Step
followed by a drop down menu. Since we are inserting a new step, click on the <–
(dash) symbol. It will be the first option in the menu.
4. With the –
chosen, click the grey Save
button in the lower left corner of the step details screen. You'll see your call path repopulate on the left showing a red dot with the words New Step
next to it. Click on this step, then from the Step
drop down menu on the right, select the Transfer
option (NOT Warm Transfer).
5. Click Continue
, and on the next screen, you'll need to complete the Cold Transfer variables:
- Step Label: We're using ColdTransferRob as our step label since we'll be transferring directly to Rob's line.
- Text: The text in the cold transfer step typically asks the caller to hold a moment. If you'd like, you can copy and paste this text into your script: One moment please while I transfer you.
- Transfer Number: Here you can either type the transfer number in directly, or check the box Use location information for transfers. For information on how to assign this path and step to the proper location, visit the tutorial How to Assign a Call Path to a Specific Location. Then edit your location information by following this tutorial.
- Call Result: We want to know what happened when the operator closed the call, so we'll name this Cold Transfer Rob.
At this point, your screen should look like the one below:
6. To apply the change, click the grey Save
button at the bottom left of the step details. Now take a look at the left side of your screen. Your script has reloaded with your new step.
Congratulations! You've just programmed a Cold Transfer into your script. Remember, the transfer you programmed is a 24/7 transfer. If you want to transfer calls only during business hours, check out some of our other transfer tutorials