How the Warm-Transfer Conference Works

Speako supports warm transfers — a more reliable way to hand off calls to a human compared to a blind direct transfer. Here's how it works and when it's used.

What is a warm transfer?

In a standard (blind) transfer, the call is simply forwarded to another number. The person answering doesn't know who's calling or why.

In a warm transfer, the AI first dials the destination number in the background. Once the line is picked up, the AI bridges the two calls together. The caller stays on the line and can hear when the transfer is connecting. The AI may also provide a brief summary or introduction before fully handing over.

Why warm transfer matters

Warm transfers reduce the chance of a caller being dropped. Because the AI confirms the destination is answered before completing the handoff, the caller is more likely to be connected to a real person rather than going to voicemail.

It also allows the person receiving the call to hear context — who's calling and why — which makes the handoff smoother for both parties.

How to set it up

Warm transfer capability is tied to the transfer numbers configured in your AI Tools settings:

  • Go to AI Receptionists → [Your AI] → AI Tools.
  • Look for the transfer tools (Booking Transfer, General Transfer).
  • Configure the phone number for each transfer destination.

The transfer type (warm vs blind) may be a default setting or configurable. Check the current state of your AI Tools configuration for the available options.

If the transfer number is busy or unanswered

Even with a warm transfer, if the destination number is not answered within a reasonable time, the transfer will not complete. The AI may:

  • Return to the caller and explain that it couldn't reach anyone.
  • Offer to take a message or assist further.

For this reason, make sure your transfer numbers are answered during the hours the AI operates.

💡 Tip: Warm transfers are particularly valuable for booking-related calls where the caller has context the receiving staff member needs (e.g. "This person wants a table for 12 but our online booking only goes up to 8"). The warm handoff gives your staff that context.

⚠️ Important: The warm transfer relies on your transfer number being reachable. Test it periodically by calling the AI and requesting a transfer to confirm the whole chain works as expected.