> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/channels/phone/forward.md).

# Call Transfer and Three-Way Calls

When you are on a phone call, a "Transfer" button will appear on the screen.

After clicking it, in addition to the basic transfer function, you can also switch to other advanced call modes. Currently, the following three modes are supported:

* **Transfer**: Transfer the call to another agent or extension for handling.
* **Conference Call**: Invite a third party to join the call for a multi-person conversation.
* **Coaching Mode**: A supervisor or senior staff member joins to assist, but will not speak directly with the customer. This can be used to guide and support the agent.

After clicking the button, you can switch to the corresponding mode as needed and perform the related actions.

<figure><img src="https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FE6pqxxpJ1SGOWqHicBBM%2FXnapper-2026-06-09-15.03.32.png?alt=media&amp;token=fca005f0-8615-49e2-8317-90d7c9c83426" alt=""><figcaption></figcaption></figure>

### Call the transfer recipient

{% hint style="info" %}

#### Notes on call transfer

Before transferring a call, please make sure that the mobile phone, extension, or other answering device you want to transfer to is powered on normally and able to answer calls.

If the transfer recipient cannot answer due to being powered off, poor reception, network issues, device malfunctions, or other factors, the transfer may fail and the call cannot be successfully handed over.

It is recommended to confirm that the other party can answer normally before transferring, to avoid affecting the customer's call experience.
{% endhint %}

Before officially transferring the customer, it is recommended to first establish a call with the transfer recipient and confirm they are able to answer. The steps are as follows:

1. Enter the extension number or phone number of the person you want to transfer to in the input box.
2. Click the "Dial" button to initiate the call.
3. The transfer recipient will receive your incoming call notification.
4. After the transfer recipient answers, you can first explain the customer's needs, case background, or other important notes.
5. After the call is successfully established, the screen will display follow-up transfer-related options, and you can choose to perform a transfer, conference call, or other advanced functions as needed.

This process can prevent no one from answering after a direct transfer, and help improve handoff efficiency and the customer experience.

<figure><img src="https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2F62sP3OtZsKRWzCjTsUmI%2FXnapper-2026-06-09-15.04.27.png?alt=media&amp;token=b5a445d3-aa61-4b02-aa19-03a9d3b56a7e" alt=""><figcaption></figcaption></figure>

### Perform transfer operation

After you have established a call with the transfer recipient or the customer, you can choose the following operation modes according to your actual needs:

1. **Transfer:**&#x46;ormally transfer the current call to another party for handling.

After execution, you will leave this call, and the customer will continue speaking with the transfer recipient. This is suitable for case handoff or scenarios where another agent takes over.

2. **Conference call:**&#x49;nvite a third party to join the current call.

The third party can be another agent, supervisor, or related personnel. After joining, all participants can talk to one another. This is suitable for multi-person collaboration, joint discussion, or cross-department support scenarios.

3. **Coaching mode:**&#x43;ommunicate privately with the transfer recipient, and the customer will not hear the conversation.

This mode is commonly used for new employee training, supervisor guidance, case assistance, or providing real-time advice. The customer can still normally talk with the transfer recipient, but cannot hear the coaching conversation between you and the transfer recipient.

4. **Cancel:**&#x43;ancel the current transfer process.

After execution, no transfer action will be performed, and the current call state will be maintained, allowing you to continue being connected with the transfer recipient or the customer.