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While you are on a live call, you can hand it off to someone else without hanging up. Conduit supports two destinations:
  • Internal transfer sends the call to a teammate in your workspace.
  • External transfer sends the call to any phone number (a contact or a number you type in).
Each destination can be done in two ways:
  • Warm transfer: the caller is placed on hold while Conduit rings your transfer target. Once they answer, you stay on the line with them (the caller still on hold) so you can brief them on the call. When you are ready, you complete the transfer and drop off, leaving the target connected to the caller.
  • Transfer (blind): the caller is placed on hold and you drop off immediately. Conduit connects the caller to your target as soon as they answer. There is no chance to brief them first.

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Where the transfer button is

The transfer button lives in the call controls of the in-call window (the call widget) that appears once a call is active and you are on it. It is the phone-with-a-plus icon, sitting between the Hold and Audio settings buttons in the control row, next to Mute, the dialpad, and End. Click it to open the Transfer call panel.
The transfer button only appears on a call you are actively connected to. It is not shown while a call is still ringing or connecting, or on calls you are only observing.

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Transferring the call

1

Open the transfer panel

On the active call, click the phone-with-a-plus Transfer call button in the call controls.
2

Choose the destination

The panel has up to two tabs:
Search for a teammate by name and select them. Teammates who are already on another call are marked On another call, so you can avoid handing the caller to someone who is busy. Then choose Warm transfer to brief them first, or Transfer for an immediate handoff.The Team tab appears for outbound calls you started and for inbound calls on a call group. See How internal transfers work below.
3

Complete a warm transfer

For a warm transfer, the caller is held while your target rings (Ringing…). When the target answers, you are Connected with them and can explain the call. Click Complete transfer to drop off and connect them to the caller, or Cancel to pull the caller back to you.For a blind transfer there is nothing more to do, you are disconnected as soon as the transfer starts and the caller is bridged to the target when they answer.

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What the teammate sees (internal transfers)

When you transfer to a teammate, an incoming-transfer prompt appears in their call widget showing who is sending the call and which caller is coming over (for example, “A teammate wants to transfer this call to you”). They can Accept or Decline.
  • If the teammate is already on another call, accepting will leave that call, so Conduit asks them to confirm first.
  • If the teammate declines, does not answer, or no one is available, a warm transfer returns the caller to you, and a blind transfer falls back to the number’s fallback phone number or voicemail.

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How internal transfers work

Internal transfers are available for outbound calls you started and for inbound calls tied to call groups. For inbound calls, the Team tab only shows up when the active call arrived on a number that belongs to a call group:
  • A call comes in on a call group number and rings the group members. Whoever answers is on the call.
  • That person can transfer the call to any other teammate in the workspace from the Team tab, not just other members of the same call group.
  • If an inbound call did not come in through a call group, the Team tab is hidden and the transfer panel opens straight to the Number tab. You can still transfer externally to any phone number.
External transfers do not require a call group. The Number tab is always available on a live call, regardless of how the call was routed.

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Frequently asked questions

A warm transfer lets you speak to the person you are handing the call to before the caller is connected, so you can explain the situation. A blind transfer connects them straight away and you drop off immediately. Use warm when context matters, which for guest issues is most of the time.
The Team tab only appears on outbound calls you placed and on inbound calls that arrived through a call group. If the call came in on a number that is not in a call group, you can still transfer externally from the Number tab.
On a warm transfer the caller comes back to you. On a blind transfer the caller falls back to the number’s fallback phone number, or to voicemail if none is set.
Yes. Use the Number tab to search your contacts or type any phone number. This works on any live call.
No. The transfer button only appears once you are connected to the call.