Transfers & Conference

The Agent Desktop supports two transfer methods -- blind transfer and warm transfer -- as well as a three-way conference mode. Transfers can be initiated from the VoiceControlBar (for voice calls) or from the ChatHeader actions for chat conversations.

Opening the Transfer Modal

To initiate a transfer:

1. Click the Transfer button in the VoiceControlBar (for voice calls), or open the transfer option from the active call controls in the softphone
2. The TransferModal opens as a centered overlay

The modal has two tabs at the top for selecting the transfer type.

Transfer Modes

Blind Transfer

A blind transfer immediately moves the conversation to the selected agent without any consultation. The customer is connected directly and you are removed from the interaction.

Steps:

1. Open the Transfer Modal
2. Ensure the Blind Transfer tab is selected (it is the default)
3. Search for or select the target agent from the agent list
4. Click the Blind Transfer button
5. The conversation is immediately transferred and removed from your inbox

WARNING

With a blind transfer, you cannot brief the receiving agent beforehand. If you need to provide context, use a Warm Transfer instead.

Warm Transfer

A warm transfer lets you consult with the receiving agent before completing the transfer. The customer is placed in a hold-like state while you speak privately with the target agent.

Steps:

1. Open the Transfer Modal
2. Click the Warm Transfer tab
3. Search for or select the target agent from the agent list
4. Optionally add Consultation Notes in the text area -- these notes provide context to the receiving agent about why the transfer is happening
5. Click Start Consult
6. The TransferConsultPanel appears, and you enter the consulting state

Agent List

The Transfer Modal displays a searchable list of available agents loaded from the supervisor dashboard API.

Search

Type in the search field ("Search agents or queues...") to filter the agent list by name in real time.

Agent Filtering

The list automatically excludes agents with an offline status. Only agents who are online, busy, or away are shown.

Agent Row Details

Each agent row in the list shows:

Element	Description
Avatar	Colored circle with the agent's initials, tinted based on their status
Name	The agent's display name
Status dot	Color-coded indicator: green (online), amber (busy/away), gray (offline)
Status text	The current status label followed by the number of active items (e.g., "online - 3 active")
Selection indicator	A blue check circle icon appears when the agent is selected

Click an agent row to select them as the transfer target. The action buttons at the bottom appear once a target is selected.

imageTransfer panel showing blind and warm transfer tabs, agent search field, scrollable agent list with avatar, name, status dot, and active count, and transfer action buttons at the bottom

Transfer panel with agent selection

TransferConsultPanel

After initiating a warm transfer with Start Consult, the TransferConsultPanel appears as a floating panel in the bottom-right corner. This panel manages the consultation workflow.

Panel Header

The header shows a phone icon, the title ("Warm Transfer" or "3-Way Conference" depending on state), and a status badge:

State	Badge Color	Label
Initiating	Amber	Connecting...
Consulting	Blue	Consulting
Conferencing	Green	Conference Active

Target Agent Info

The panel displays the target agent's avatar (initials), name, and an elapsed timer showing how long the consultation has been active.

Consultation Notes

If you provided notes during the transfer initiation, they appear in an amber-highlighted section within the panel so the context is always visible.

Consult Actions

The available actions depend on the current consultation state:

During Consulting State

Button	Action
Complete	Finalize the transfer -- the conversation is handed off to the target agent and removed from your inbox
Conference	Merge all parties into a three-way conference call
Cancel	Cancel the consultation and return to the normal call state

During Conference State

Button	Action
Complete Transfer	Finalize the transfer -- you leave the conference and the target agent takes over
End Conference	End the conference and cancel the transfer

During Initiating State

While the connection is being established, a spinner with "Connecting..." text is displayed. No actions are available until the consultation is connected.

ConferenceBar

During a three-way conference, the ConferenceBar appears as a floating bar at the top center of the screen. It provides a unified view of all conference participants and controls.

Bar Contents

Element	Description
Conference icon	A groups icon in a circular dark button
Label	"3-Way Conference"
Timer	Elapsed time since the conference began (MM:SS format)
Participants	Cards for each participant showing avatar, name, and role
Mute button	Toggle your microphone on/off (red mic_off icon when muted)
End button	Red "End" button to complete the transfer and leave the conference

Participants

The conference bar shows three participant cards:

Participant	Role Label	Avatar Color
Customer	Customer	Indigo
You (Agent)	Initiator	Blue
Target Agent	Consultant	Green

Each participant card displays their initials, name, and role label.

TIP

During a conference, the customer can hear both agents. Use this mode to introduce the customer to the receiving agent and provide a smooth handoff before completing the transfer.

Transfer Workflow Summary

The complete warm transfer workflow follows this sequence:

1. Initiate -- Open Transfer Modal, select Warm Transfer tab, pick an agent, optionally add notes, click Start Consult
2. Consult -- Speak privately with the target agent while the customer waits. The TransferConsultPanel shows the consult state.
3. Conference (optional) -- Click Conference to merge all three parties into a single call. The ConferenceBar appears at the top of the screen.
4. Complete -- Click Complete Transfer to finalize. The conversation moves to the target agent's inbox and is removed from yours.

At any point during steps 2 or 3, you can click Cancel (or End Conference) to abort the transfer and return to normal call handling.