Transfers

A transfer preset is a named destination an agent can hand a caller to mid-call, without knowing or typing a number. The rail calls this tab Transfers; the screen heads itself Transfer presets, and its own line says what they are: One-tap transfer destinations agents pick during a call — a shared number (re-enters that campaign’s queue) or an external number. The agent chooses warm (add) or blind (hand off) when they use it.

That last clause is the important one. A preset carries no mode. You name the place; the agent decides in the moment whether to introduce the caller or just send them.

The list

Column	What it shows
Name	What the agent sees
Destination	Where it sends the call, with the kind underneath — Shared number or External number

The table is read-only. Add preset and the pencil on a row open the same dialog.

If a preset’s shared number has since been released, the Destination cell reads number not found rather than showing you nothing. That preset can’t complete a transfer — edit it and pick a live number, or delete it.

The bin icon on a row deletes the preset, and the confirmation is explicit about what that does and doesn’t do: agents stop seeing that name in the transfer list, so they can’t hand a caller over in one tap any more, but The number itself is not touched — only this shortcut to it. It adds: This can’t be undone, but you can add the preset back with the same name and destination.

Adding or editing one

Field	What it does
Name	What the agent sees on the Presets tab.
Destination type	A campaign queue or any external number.
Shared number	Appears for Shared number — pick one of the shared numbers you own; the hint says the call re-enters that number’s queue
Phone number	Appears for External number — type the number in full, country code and all, the way the hint’s example shows: +15551234567

Both a name and a destination are needed before Add preset will save.

Switching Destination type clears whatever you’d chosen for the other kind, so a preset can never carry a stale target you can’t see.

The two kinds of destination

Shared number offers the shared numbers you own. Transferring to one is a call into your own system: it arrives at that number exactly like any other inbound call and re-enters whichever campaign that number feeds, queue, hold music and all. Use it to move a caller between teams. If the dropdown says No shared numbers — buy one under Numbers, buy one under Numbers → Shared first.

External number is any number at all — the client’s own office, an after-hours answering service, a partner. It leaves your system.

What agents do with them

In the dialer, a transfer panel opens during a call and its Presets tab lists everything on this screen, each with two buttons:

Button	What happens
Add	The destination is dialed and joins the agent privately — everyone else on the call is put on hold while the agent explains. The agent then either drops out, leaving the caller and the destination talking, or brings the caller back in. This is a warm transfer.
Transfer	The caller is sent straight to the destination and the agent drops off immediately, with no introduction. This is a blind transfer.

With no presets configured, that tab reads No presets — add them in Admin → Transfers, which is this screen.

Note

Presets are a convenience, not a restriction. An agent can also type any number into the transfer panel’s keypad, and transfer to a teammate by name. Deleting a preset doesn’t stop a determined agent reaching that number — it just stops it being one tap.