Call Transfer to Teammates' Apps, Phone, SIP Without Personal Numbers

TL;DR

Calls can now be transferred directly to teammates' apps, phones, or SIP. Personal phone numbers are no longer required for these transfers.

Who this affects

HighLevel has not confirmed who is specifically affected by this update. Agencies and their clients who manage inbound calls and need to transfer them between team members are likely to find this relevant.

What changed

Call transfer capabilities within HighLevel have expanded significantly.

• Calls can now be transferred to a teammate's mobile app.
• Calls can be transferred to a teammate's web app.
• Calls can be transferred to a teammate's phone.
• Calls can be transferred to a teammate's SIP.
• Personal phone numbers are no longer required for call transfers to teammates, streamlining the process.
• Warm transfers are now possible, allowing the caller to be put on hold while the transferring agent checks in with the receiving teammate.
• Direct transfers are also possible, passing the call straight through to the teammate.
• Receiving teammates have the option to decline transferred calls.

HighLevel has not confirmed any specific limits or plan gating associated with this feature. HighLevel has not confirmed the rollout status for this feature.

Where to find it

HighLevel has not confirmed the exact location within the product for this new functionality. Given it involves call management, it is likely to appear within the call or conversation management interfaces, possibly as an option during an active call.

How agencies will use this

Consider an agency handling customer support for a client. A client's customer calls in with a technical question. The initial support agent answers the call within the HighLevel platform. This agent realizes the query requires a specialist on the team. Instead of asking the customer to hang up and call a different number, or relying on a personal phone number, the agent initiates a warm transfer. They put the customer on hold, then transfer the call to the specialist's mobile app. The specialist receives an alert in their app and can see it's a transferred call. The initial agent can briefly speak with the specialist to provide context. The specialist then takes over the call directly from their mobile app, without exposing any personal numbers for either agent. If the specialist is unavailable, they can decline the transfer, and the initial agent remains connected to the customer.

Our take

This is a major update. The ability to transfer calls directly to teammates' apps, phones, or SIP without requiring personal numbers improves operational efficiency. It provides more professional call handling options for agencies and their clients. The addition of warm and direct transfer capabilities, alongside the option for teammates to decline calls, offers flexibility in managing inbound communication. This is a functional improvement that will streamline call operations.