Transfer live calls with
zero dropped context
Transfer calls between teams in real time — with full lead history, whisper briefing, and automatic CRM sync. Your customer never has to repeat themselves.
Everything needed for seamless handoffs
Every handoff feature is designed to protect context, speed up escalations, and keep the customer experience smooth from first contact to resolution.
Live Call Transfer
Transfer an active call to any available team member with a single click. The receiving rep is connected while the caller is still on the line — no hold music, no re-explanation, no frustration.
Whisper Briefing
Before the handoff completes, the receiving rep hears a whispered summary of the call — lead name, company, topic, and key context. They arrive in the conversation informed, not cold.
Context Packet
Every handoff carries a full context packet: traffic source, previous call history, lead score, CRM notes, and the reason for transfer. Nothing is lost between teams.
Warm vs Cold Transfer
Choose your transfer style. Warm transfer: stay on the line until the new rep is briefed and ready. Cold transfer: route immediately when speed matters more. Both are available per call.
CRM Sync on Handoff
When a handoff occurs, LimeCall updates the CRM record in real time — logging the transfer event, the receiving rep, the time, and any notes added during the call. Full audit trail, zero manual entry.
Team Availability Display
See which reps and departments are available before initiating a transfer. LimeCall shows real-time availability so you never send a call to someone who is busy or offline.
Handoff use cases
Sales-to-Support Handoff
A sales rep closes a deal and the new customer needs onboarding support. Transfer the live call to the customer success team with a full context packet — the customer never has to repeat themselves.
Rep-to-Specialist Escalation
When a customer raises a technical question outside a rep's expertise, escalate to the right specialist instantly. The specialist receives a whisper brief and the customer stays on the line — no hold, no callback needed.
After-Hours to On-Call
After-hours calls routed to an on-call rep can be cleanly transferred to the primary team when business hours resume — with the full conversation history, so the day-team rep has complete context.
SDR to AE Transfer
Once an SDR qualifies a lead on a live call, transfer directly to an Account Executive with a warm introduction. The AE hears a whisper summary, the lead stays on the line, and the deal progresses without interruption.
Frequently asked questions
What is the difference between a warm transfer and a cold transfer? +
A warm transfer means the transferring rep stays on the call until the receiving rep is briefed and ready to take over. The customer hears a live introduction. A cold transfer routes the caller directly to the next rep without a live introduction — suitable when speed is more important than context. LimeCall supports both, selectable per call.
What information is shared in the context packet during a handoff? +
The context packet includes: the caller's name and contact details, the traffic source that brought them in, previous call history with your team, CRM notes, lead score, the reason for the transfer, and any notes added by the transferring rep during the call. All of this is visible to the receiving rep before they pick up.
How does the whisper briefing work? +
When a transfer is initiated, LimeCall plays a brief audio summary to the receiving rep before the customer is connected. This whisper is only audible to the rep — the customer cannot hear it. The rep has a few seconds to process the context before they begin speaking with the customer.
Is the CRM updated automatically when a handoff happens? +
Yes. LimeCall logs the handoff event in your CRM in real time: the time of transfer, the receiving rep, the call duration up to that point, and any notes. The customer's contact record and deal record are both updated. No manual entry is required.
Can I see which reps are available before transferring a call? +
Yes. LimeCall's team availability panel shows which reps and departments are online and available at the moment of transfer. You can see current call status for each rep so you never accidentally transfer to someone who is busy.
Give your team seamless handoffs
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