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Aircall Call Transfers

Overview

This guide covers how to transfer calls within GoHighLevel (GHL) and 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:

    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. 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. 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
      If it's urgent, call the teammate directly via Aircall and relay the info, then have them call the client

      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
          Call HandlingSpeed-to-Call Protocol


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