Overview
Agents in the Twilio Flex contact center are able to transfer calls to back-office teammates on Spoke Phone. Flex Agents can perform both cold and warm (consult) transfers.
How to cold transfer a call (transfer) from Twilio Flex
When on a call in Twilio Flex:
- Select the Twilio Flex transfer button
- The Twilio Flex directory will open
- Select the SPOKE directory tab
- Find the Spoke Phone user you want to transfer the call to
Availability and Presence: The green light means that the Spoke Phone user is available. Yellow means they are on a call, and grey means that they are offline or are not sharing their presence. - Select the Transfer button
- The caller has been transferred over to the Spoke Phone user.
How to warm transfer a call (consult) from Twilio Flex
When on a call in Twilio Flex:
- Select the Twilio Flex transfer button
- The Twilio Flex directory will open
- Select the SPOKE directory tab
- Find the Spoke user you want to transfer the call to
Availability and Presence: The green light means that the Spoke Phone user is available. Yellow means they are on a call, and grey means that they are offline or are not sharing their presence. - Select the Consult button
- The caller is placed on hold in Flex
- A call is placed to the Spoke Phone user
- When they answer, you are talking privately with the Spoke Phone user, and the caller is still on hold in Flex
- You can Unhold the caller and join in a three-way call (You, the caller, and the Spoke Phone user)
- You can Leave the call and the caller will be connected to the Spoke Phone user, and disconnected in Twilio Flex