LeadSimple Phone gives you two ways to get a caller connected to the right teammate. Which one you use depends on whether you need to speak with your colleague before handing off the call.
Transfer Call (quick handoff)
Use Transfer when you want to pass the call directly to a teammate, with no introduction needed.
While on an active call, click the Transfer icon in the active call modal (the arrow pointing up and to the right, next to Mute). A searchable list of all your team members will appear. Select one, and the call is sent their way.
Here's what happens:
You're disconnected from the call as soon as you transfer.
Your teammate's phone rings with the active call.
The call record in the Inbox updates to reflect the new assignee.
If your teammate doesn't answer, the caller is sent to voicemail, and that voicemail is assigned to your teammate in inbox so it doesn't get lost.
Because you leave the call immediately, this is sometimes called a "cold" or "blind" transfer. It's the fastest option, but your teammate answers without any context beyond what they can see in LeadSimple.
Warm Transfers & Conferencing (talk first, then hand off)
Use conferencing when you want to brief your teammate before they take over, or when you want everyone on the line together.
Every call in LeadSimple Phone supports conferencing. In the active call modal you'll see a list of participants on the call, along with the ability to:
Add a teammate to the call — instead of transferring the call away, you can call another agent into the conversation while you stay on the line.
Place a participant on hold — the caller hears waiting music while on hold, so you can speak privately with your teammate.
How to do a warm transfer
A warm transfer is just a conference call with a quick private briefing in the middle:
While on the call, place the caller on hold. They'll hear hold music.
Add your teammate to the call from the participants panel (the + user symbol to the right of transfer)
With the caller on hold, brief your teammate on who's calling and what they need.
Take the caller off hold so everyone is connected. Introduce your teammate if you like.
Leave the call. The caller and your teammate stay connected.
The caller never sits through ringing or answers the same questions twice — they're smoothly handed from you to your colleague.
You can also simply stay on the line after adding a teammate — that's a three-way conference call, useful when an owner, tenant, or vendor conversation needs two people from your team.
Which one should I use?
| Transfer Call | Warm Transfer / Conference |
Best for | Quick handoffs when no context is needed | Handoffs that need a briefing, or multi-person conversations |
Do you stay on the call? | No — you're disconnected immediately | Yes — until you choose to leave |
Can you brief your teammate first? | No | Yes, while the caller is on hold with music |
Caller experience | Brief pause, then teammate answers (or voicemail) | Hold music, then a smooth introduction |
If teammate is unavailable | Caller goes to teammate's voicemail | You're still on the line and can help or take a message |
Rule of thumb: if the caller just needs a different person, use Transfer. If the caller's situation needs explaining — or the next agent should be set up for success before they say hello — do a warm transfer with conferencing.