Transfers and Forwards

Warm, Cold, and IVR Transfers Are Product Concepts

The platform describes several flavors of transfer in product documentation: warm transfer (agent stays on the line and introduces the buyer), cold transfer (agent drops off), and IVR transfer (the caller navigates a menu to choose a destination).

Forwarded Calls

A call whose status becomes "forwarded" has been handed off to a destination outside of the normal buyer-matching path. Forwarding can be configured on the tracking number (for example, always sending the call to a specific buyer) or expressed as an action step in the offer's call flow. Voice agent calls can also forward via flow actions.

When a call is forwarded through a buyer, the call still records the buyer attribution, the payout, and the conversion, because the buyer is considered to have received the call.