When managing calls, it is important to understand how they are handled. CallHippo offers both Call Transfer and Call Forwarding, but they serve different purposes. This guide explains how each one works and when to use it.
What Is Call Transfer?
Call Transfer allows you to move an active call from one person to another. It is used during a live conversation to route the caller to the right person instantly.
- When it is used: During a live call.
- What it does: Connects the caller to another agent or department.
- Why it helps: Routes the caller to the right person instantly.
Example: You are speaking with a customer and transfer the call to the support team.
What Is Call Forwarding?
Call Forwarding automatically redirects incoming calls to another number before the call is answered. It is ideal when you are unavailable or out of office.
- When it is used: Before the call connects.
- What it does: Redirects calls to another user, team, or external number.
- Why it helps: Ensures calls are still answered when you are away.
Example: If you are unavailable, calls can be forwarded to a colleague or mobile number.
Quick Comparison
The table below summarizes the key differences between the two features:
| Feature | Call Transfer | Call Forwarding |
|---|---|---|
| When it is used | During an active call | Before the call is answered |
| How it works | Manual action by the agent | Automatic redirection |
| Best for | Connecting a caller live to another person | Ensuring calls are answered when unavailable |
Both features help improve call handling and customer experience at different stages of the call journey.
We hope this helps. If you still have questions, feel free to reach out at [email protected].