# Aircall Call Transfers

## Overview

This guide covers how to transfer calls within Aircall, since team members frequently need to hand off calls to other departments or closers.

## Transferring Calls in Aircall

Aircall is our primary phone system. To transfer a call:

1. **Warm Transfer:** Click the *Transfer* button on the active call → Select the teammate or team queue → Click *Transfer*. The caller hears hold music while you briefly speak to the receiving agent.
2. **Cold Transfer:** Click *Transfer* → Select the recipient → Click *Transfer Now* (without speaking to the recipient first). Use this when the receiving agent is available and no context handoff is needed.
3. **Transfer to External Number:** Click *Transfer* → Enter the external phone number → Transfer. Use sparingly.

## Can You Transfer Calls from GHL?

**GHL does not natively support live call transfers.** If you receive a call through a GHL number or are on a GHL-initiated call:

- Take down the caller's name, phone number, and reason for calling
- Post in the appropriate Discord channel (e.g., **\#general** for sales, **\#customer-support** for billing/CS) tagging the relevant team or person
- Let the caller know someone will call them back within 5-15 minutes

## Best Practice

For seamless handoffs:

- Always use **Aircall** for inbound calls when possible — it supports transfers
- Post the client info in Discord **immediately** so no one falls through the cracks
- Use the format: `Name | Phone | Reason | Urgency`

## Related Pages

- [Call Handling](https://wiki.getcrownedcredit.com/books/csr-foundations/page/call-handling)