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Build Warm Transfers with Twilio

Have you ever been disconnected from a support call while being transferred to someone else?

Warm transfer eliminates this problem. Using Twilio-powered warm transfers, your agents will have the ability add other people to an in-progress phone call to provide a seamless customer experience.

Here is how it works at a high level:

  1. The first agent becomes available when they connect through the web client.
  2. The second agent also becomes available when they connect through the web client.
  3. A client calls our support line.
  4. The client stays on hold while the first agent joins the call.
  5. While the first agent is on the phone with the client, the agent can dial a second agent into the call.
  6. Once the second agent is on the call, the first one can disconnect from it. The client and the second agent stay on the call.

Find your language and framework of choice below to get to the source code in your language and follow step-by-step instructions to learn how to build warm transfers yourself.

Kat King

Need some help?

We all do sometimes; code is hard. Get help now from our support team, or lean on the wisdom of the crowd browsing the Twilio tag on Stack Overflow.

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