Keep callers informed while a warm transfer waits

When your voice agent transfers a call to a person, the caller can spend a while on hold music with no news. A Warm Transfer can now play a message while the caller waits for a person, so they know the transfer is still in progress.

The hold music pauses, the agent says your message and the music resumes. It plays again at the frequency you choose while the caller keeps waiting.

Turn it on

1. Open your voice agent and go to Agent Actions.
2. Add a Call Transfer action, or open the one you already have with the pencil icon.
3. Choose Warm Transfer.
4. Tick Message while the caller waits.
5. Write the message, up to 300 characters. Dapta fills in a ready-made one in your agent's language, which you can change.
6. Pick the Frequency, from every 30 seconds to every 5 minutes, and save the action.

Good to know

• It's off by default, so your transfers don't change until you turn it on.
• It applies to phone calls.
• It belongs to Warm Transfer, the transfer that passes a summary of the call to the person who takes it.