What Are Transfer Types?
Abby gives you control over how calls are connected — whether through a Live Receptionist or your AI Receptionist.
Transfer type determines whether Abby introduces the caller first or connects them immediately.
There are two options:
Supervised Transfer (Warm Transfer)
Blind Transfer (Direct Transfer)
Supervised Transfer (Warm Transfer)
A Supervised Transfer means Abby calls you first before connecting the caller.
How It Works
A call comes in.
Abby places the caller on hold.
Abby dials your transfer number.
Abby announces who is calling and the reason for the call.
You can:
Accept the call
Decline the call
Pass along a message instead
If you decline or do not answer, Abby follows your configured call handling rules (such as trying another number, taking a message, or routing to voicemail).
Best For
Screening new leads
High-value or sensitive calls
Teams who want context before connecting
Blind Transfer (Direct Transfer)
A Blind Transfer connects the caller to you immediately without an introduction.
How It Works
Abby initiates the transfer
Abby disconnects from the call
Best For
Fast-paced environments
Internal or routine calls
Teams that do not require screening
How to Set Transfer Type
Live Receptionist
Transfer type is configured at the Contact level:
Portal → Contacts → Call Handling → Transfer Type
Receptionists follow that preference whenever transferring calls.
AI Receptionist
Transfer type is selected inside your Call Handling when configuring the Transfer action.
This allows you to control transfer behavior per call type.
Choosing the Right Transfer Type
Situation | Recommended Type |
New client or high-value call | Supervised |
Routing internal call | Blind |
Sales screening | Supervised |
Quick routing needed | Blind |