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How to transfer a call to a coworker

During a call in the mobile app, tap Transfer, open the Staff Members tab, pick the coworker and choose Hold and Call (talk to them first, then hand off) or Transfer and End (hand off immediately and drop out). The call rings on every device the coworker has enabled, even without a personal phone number.

Updated on

Before you start

  • The call must be running through the Elooo CRM phone system (mobile app or web dialer), not through your phone's SIM.
  • The coworker receiving it must be a user in the account with at least one destination enabled under Forward Calls to in their profile (Settings › My Staff): web app, mobile app, phone number or desk phone. They don't need a personal phone number.
  • Agree with your team on when to use each transfer type (warm or blind).
Where to find it

Call screen in the mobile app › Transfer (top-right corner) › Staff Members

Step by step

Transfer in the mobile app

  1. Make or answer a call in the Elooo CRM mobile app.
  2. Tap Transfer in the top-right corner of the call screen.
  3. Open the Staff Members tab and pick the coworker. Anyone shown as disabled has no destination set up to receive calls.
  4. Choose the transfer type:
    • Hold and Call: the customer is placed on hold, you talk to your coworker first to give context, then hand over the call (warm transfer).
    • Transfer and End: the call goes straight to your coworker and yours ends (blind transfer).
  5. Your coworker sees it's a transferred call and who transferred it (on iPhone it shows "Customer Name via Your Name"; on Android, "Transferred call from Your Name"). When they tap Accept, the transfer completes.

Transfer in the web dialer

  1. During a call in the desktop dialer, click Transfer.
  2. Pick the coworker or type an external number.
  3. Confirm. If the coworker doesn't answer, the call comes back to you or goes to voicemail, depending on the number's configuration.

Tips

  • Transfers go to the person, not to a device: every destination the coworker checked under Forward Calls to rings at once, and they answer wherever they are.
  • Use Hold and Call when the customer has already explained their issue, so they don't have to repeat everything.
  • If you transfer lots of calls to the same place (for example, the front desk), set up an IVR menu or a ring group instead of transferring by hand.

Common problems

  • The coworker shows as disabled in the list → They have no destination checked under Forward Calls to. Ask them (or the admin) to enable at least the web app or mobile app in their user profile and save.
  • I can't transfer a call that was transferred to me → A transferred call can't be transferred again. Ask the coworker who transferred it to call the final destination themselves, or take a note and call the customer back.
  • There's no Transfer button → The call is going through your phone's SIM (no active Elooo CRM number in the account) rather than the Elooo CRM phone system. Transfer and recording only exist on system calls.
  • The coworker doesn't get the transferred call in the app → Their app lacks notification permissions or was killed by the system. See the article on receiving calls in the mobile app.

Frequently asked questions

Can I choose whether it rings the app or my coworker's phone?

No. You pick the person and the system rings all their enabled destinations; whoever answers first takes the call.

Does transfer work on calls I made and calls I received?

Yes, both.

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