Enhanced Call Handovers: Warm Transfers

🌍 Please note: This feature is currently only available to customers in the UK and US.

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How Warm Transfers Work

When a Beam Talk call escalates to a human practitioner, the system performs a Warm Transfer using SIP Refer to deliver immediate context before you speak with the resident.

What to Expect on an Escalated Call

1. Context Briefing: When you answer the transfer, Beam Talk delivers a quick, clear voice summary of the interaction before connecting the resident.

2. Key Details Passed: You will hear:

   • The caller’s name and details (if gathered).

   • A brief summary of why the resident called and why the call was escalated.

3. Live Connection: Once the contextual summary finishes, the resident is patched into the call smoothly.

This ensures you are fully briefed on the caller's situation before saying hello, eliminating the need for the resident to repeat themselves.