Call Transfer Help Please🙏

Yesterday I had a call escalated and transferred to the live team and I just happened to see it coming through and answered. We have a prompt for the warm transfer which is working really well and she sounds great, but I noticed that when I finally answered the incoming call (after the 2nd or 3rd ring) - the assistant was already halfway through the transfer and I only happened to catch the end of it. I had assumed she wouldn't start that warm transfer until the person she is transferring to picks up the call.

Is this maybe something I've done wrong in the prompt?

Side note - the warm transfer goes to the subaccounts GHL phone number and comes through there. Not sure if this matters?

I also noticed that when the transfer doesn't go through, she just comes back to the user and keeps repeating herself. She said the same thing and tried 5 times before the user got annoyed. Any tips on updating the prompt to not do this? I'd rather her try once and then if it doesn't work, to make a note of the best callback time and we'll get the team to ring them back at that time to further assist them.

any tips appreciated :)

2 comments