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Why Aloware?
Flexible call transfers for any scenario
2-Way call transfer
Use cold transfers to quickly route calls to another team member or department when specialized assistance is needed. With 2-way transfers, agents can hand off the call without staying on the line.
3-Way call transfer
Warm transfers allow agents to stay on the line and introduce a new team member to the conversation. With 3-way transfers, the initial agent can provide context before stepping away or staying on the call.
Collaborate in real time. Transfer with ease.
Flexible call transfer options
Our call transferring feature gives you flexibility with both cold and warm transfer options. Choose a quick 2-way cold handoff for routine inquiries, or opt for a 3-way warm transfer to stay on the line and introduce the new agent when a call needs a bit more attention.
Maintain customer continuity with smooth handoffs
No one likes repeating themselves. With our introduce option, agents can easily pass on essential details mid-call, ensuring that the next team member is fully up-to-speed. Whether it’s connecting to a specialist or involving additional support, Aloware transfers keep conversations flowing without interruption.
Team collaboration with real-time support
Transfers don’t just route calls—they enhance collaboration. Agents can quickly bring in supervisors or colleagues for immediate assistance, ensuring customers always reach the right person, while your team feels supported and empowered to handle calls.
Connects to the CRM your team already uses
Connect Aloware to your favorite CRMs and tools. Whether through native integrations, open APIs, or Zapier, your workflows stay smooth and synced.
Testimonials
Why growing teams rely on Aloware
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The automated dialer feature is a huge plus, allows me to put all my leads in a list and blast the phone really fast. if the customer is not available (which is usually the case) I send them a text automatically."
Kevin Ramproop
CTO at Express Trucking Group
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Aloware introduced us to SMS marketing for home sellers and wholesale real estate. We’ve been able to triple our homes under contract acquisition with Aloware SMS marketing and dialer combined."
Hayato Hori
CEO at RocketOffr
“
I am a manager who is using Aloware for our team of 100 SDRs. I love the support that Anoosh and Sohrab have given us. When we experienced an issue we were able to reach out to them directly to get it fixed. I also liked the flexibility that they provided us, by customizing and tailoring Aloware to our needs."
Patricia Araiza
Manager, Sales Development at GoSite
“
Everything about Aloware is amazing. They are really creating a phone system of the future and every time we have an idea, they implement it ASAP. Its exciting to be apart of something so revolutionary and seeing it grow everyday into a more and more powerful too, helps us become a ever more efficient company."
Ryan Buswell
CEO at JustPressOne, Inc.
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I like the in-depth configuration; and the support team, they are quick and punctual, and they report any significant issues to the engineering team; just about anything you’d want out of a call system Aloware offers."
Patrick D.
Construction
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Aloware works well and gets the job done and I thoroughly enjoy the mobile application as well. It helps me conduct business on the go and always be available for my leads."
Samantha S.
Call Center Supervisor
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I love all of the customization options. Our usage is a bit unique. They are taking the time to help implement a process that works best for our agents."
Dave N.
Sales director
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Aloware works well and gets the job done and I thoroughly enjoy the mobile application as well. It helps me conduct business on the go and always be available for my leads."
Brandon S.
Assistant Director of Admissions
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I love how you can use Aloware within HubSpot. I’m able to work off of one page instead of multiple pages."
Erica C.
Customer service rep
Frequently Asked Questions
What is a call transfer?
A call transfer is when an agent who's on a live call hands the call off to another person — a colleague, a different department, a supervisor, or an external number. The customer stays on the line; the agent who answered the original call either stays on (to introduce and bridge the conversation) or drops off (passing the call along directly). Call transfers are how teams collaborate on customer conversations without making the customer hang up and dial a different number.
What's the difference between a warm transfer and a cold (blind) transfer?
A cold transfer (also called a blind transfer) is a direct handoff: the original agent transfers the call and immediately disconnects, so the receiving agent picks up cold without any context. A warm transfer (also called an attended or consultative transfer) is a guided handoff: the original agent first speaks with the receiving agent privately, explains the context, then brings the customer into the conversation. Cold is faster; warm is better when the customer's situation needs explanation or the handoff would otherwise feel abrupt.
What's the difference between a 2-way and 3-way transfer in Aloware?
Aloware uses its own naming. A 2-way transfer in Aloware is the same as a cold/blind transfer in industry-standard terms — the agent hands off the call and drops out, leaving two people on the line: the customer and the receiving agent. A 3-way transfer is a warm transfer — the original agent stays on the line to introduce the new person, briefly creating a three-way conversation between the customer, the original agent, and the receiving agent.
When should I use a warm transfer vs. a cold transfer?
Use a cold transfer when the routing is obvious and the receiving agent doesn't need context — "this is a billing question, send them to billing." Use a warm transfer when the situation has nuance the receiving agent needs to know up front — angry customers, complex deals, escalated tickets, anything where the customer would otherwise have to re-explain themselves. The rule of thumb: if a cold transfer would make the customer say "I already explained this," do a warm transfer instead.
How do I transfer a call in Aloware?
While on a live call, agents open the transfer panel and select either 2-way (cold) or 3-way (warm), then pick the destination — a teammate, an Inbox, an external number, or an IVR. For a 3-way transfer, Aloware connects you to the receiving agent privately first; you brief them, then loop in the customer. For a 2-way transfer, Aloware connects the customer directly and drops you off the line. The whole thing happens inside the calling app — no juggling separate phones or hold buttons.
Can the customer hear me consult with my colleague before the transfer?
No — that's the point of a warm (3-way) transfer. When you initiate the 3-way, the customer is placed on hold while you and the receiving agent talk privately. Once you've handed off the context, you bring the customer back into the conversation and either stay on as a third party or drop off cleanly. The customer never hears the internal discussion.
Will the receiving agent see customer context before the transfer?
Yes. Because Aloware syncs every call with your CRM, the receiving agent sees the contact's full record — recent calls, recent texts, deal stage, account notes — the moment the transfer hits their screen. For warm transfers, you can also brief them verbally during the 3-way handoff. The combination means the customer doesn't have to start over and the receiving agent doesn't walk in blind.
Can I transfer calls to an external number or mobile phone?
Yes. You can transfer to any teammate inside Aloware, to an Inbox (e.g., your support queue), to an IVR flow, or to an external phone number — including a colleague's mobile, a partner's office line, or any other US or international number. External transfers work the same way as internal ones: cold or warm, depending on which mode you pick.
What happens if the receiving agent doesn't pick up?
Aloware's routing and fallback rules take over. Depending on how you've configured the destination, an unanswered transfer can ring multiple agents in sequence, roll over to a backup Inbox, send the customer to voicemail, or drop them into an AI voice agent. The original agent can also reclaim the call if they've stayed on the line during a 3-way attempt — so a failed handoff doesn't have to mean a dropped customer.
Can I transfer calls to an AI voice agent or IVR?
Yes. You can transfer a live customer call directly to an AI voice agent — useful when the customer needs to complete a structured task (book an appointment, check order status, leave a detailed message) that the AI handles better than a human at that moment. You can also transfer back into an IVR menu if the customer needs to reach a different part of your business. Both work like any other transfer destination in Aloware.
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Find the powerful insights hidden in your contact centre interaction data.