Phone System

Warm transfer a call to a teammate

Put the customer on hold, brief the person you're handing them to, then connect everyone and drop off — so nobody has to explain themselves twice.

Cold transfers are why customers repeat themselves. You send the call across, the next person picks up with no context, and the customer starts the story again from the beginning.

A warm transfer fixes that. The customer waits on hold while you speak privately to your teammate, tell them what's going on, and only then bring everyone together. You can stay on for the handoff or leave straight away.

Warm or cold?

Both options sit in the same menu. The difference is whether you speak to your teammate first.

Type	What happens	Use it when
Warm transfer	Customer goes on hold. You talk to your teammate privately first, then connect everyone or hand off and leave.	There's context to pass on — a complaint, a quote in progress, an angry caller, anything where the next person needs to know what they're walking into.
Cold transfer	The call is handed off immediately and you drop out. No private conversation.	The customer just needs a different department and there's nothing to explain.

Warm transfer, step by step

1. Open the dialer

Click the phone icon in the top right to open the dialer panel. It stays on top of whatever page you're on, so you can keep working while the call runs.

2. Enter the customer's number

Type the number into the field, or pick the customer from Recent.

3. Click Call

Dial the customer as normal. Everything below happens while you're already on the line with them.

4. Click the transfer button

Once you're connected, click the transfer button in the in-call controls.

5. Choose Warm transfer

Two options appear. Pick Warm transfer — hold the customer, talk first, then connect. The customer goes on hold immediately and can't hear what you say next.

6. Pick who you're transferring to

Search by name or phone, or use the tabs:

Office Agents — rings their Joby app
Field Workers — rings their Joby app on mobile
Number — type any outside number, e.g. a subcontractor or a manager's cell

7. Brief them, then Connect all

The panel now shows the customer as On hold and your teammate as Private with you. Say what they need to know — the customer hears none of it.

When they're ready, click Connect all to bring the customer into the conversation. All three of you are on the line.

Or hand off without the introduction

If there's no need for a three-way, click Leave call from this screen instead. Your teammate takes the call and you drop out.

8. Leave the call

Once you've made the introduction, click Leave call. You drop off and the customer and your teammate stay connected.

Tip — tell the customer before you put them on hold

"Let me grab Sean, he handles the roofing quotes — one moment." Ten words, and hold time stops feeling like being dumped. Then when you connect, hand over out loud: "Sean, this is Maria, she's calling about the estimate from Tuesday." That sentence is the entire point of a warm transfer.

Things to know

Situation	What happens
Your teammate doesn't pick up	Cancel and go back to the customer — they're still on hold, the call was never handed over. Try someone else or take a message.
Can the customer hear the private part?	No. They're on hold until you click Connect all.
You want to stay on the call	Just don't click Leave call. After Connect all the three of you stay on until you drop off.
Transferring to an outside number	Use the Number tab. Works the same way — you speak first, then connect or hand off.
Does the recording keep running?	Yes, if recording is on for the line. The call continues as one call through the transfer.
Works on mobile?	Field workers can receive a warm transfer on the Joby app. Starting one is done from the dialer.
Picked the wrong person	Close the private leg before connecting and start the transfer again. The customer stays on hold throughout.

Configure Dialer Settings — caller ID, ringing and the rest of the dialer

Create and Manage Call Groups — ring a whole team instead of one person

Build and Customize Visual Call Flows — route inbound calls before anyone picks up

Need help?

Email [email protected] or message us from the in-app chat if a transfer won't connect, a teammate isn't showing in the list, or the customer drops when you leave the call.