What Are Transfer Types?
Transfer types define how Abby connects callers to your chosen contact or department. There are two main options: Supervised Transfer and Blind Transfer.
Supervised Transfer (Warm Transfer)
A Supervised Transfer — also known as a warm transfer — means Abby speaks with you first before connecting the caller.
How It Works
A call comes in for you.
Abby places the caller on hold and dials your number.
Abby lets you know who’s calling and the reason for the call.
You decide whether to take the call or have Abby return to the caller with a message.
Best For
High-touch or client-facing calls.
Teams that want to screen calls before accepting.
Ensuring you’re prepared before speaking with a client.
💡 Example:
“Hi Sarah, this is Susie with Abby, I have John from Example Company on the line regarding his service renewal. Would you like to take the call?”
Blind Transfer (Direct Transfer)
A Blind Transfer — also called a cold transfer — connects the caller to you immediately without an introduction.
How It Works
Abby dials your number while the caller stays on the line.
The call connects instantly once you answer.
If you don’t answer, the caller is connected to your voicemail.
Best For
Fast-paced environments or internal calls.
When screening isn’t needed.
Teams who prefer minimal hold time for callers.
💡 Example:
Abby connects the caller directly to you without checking first — ideal for quick transfers or frequent internal communication. In this case, Abby says, “I’m going to transfer you over to Sarah. If she’s unavailable, please leave her a voicemail.”
Choosing the Right Transfer Type
Situation | Recommended Type | Why |
Client or new lead calls | Supervised Transfer | Lets you prepare for the conversation. |
Routine or internal call | Blind Transfer | Saves time and reduces hold periods. |
Screening sales or spam calls | Supervised Transfer | Adds a buffer before connecting. |
💡 Tip: You can set your preferred transfer type for each contact in your Abby Portal → Contacts → Call Handling tab.
