Straight through, or briefed first
Cold puts the caller straight through. Warm rings your colleague first and tells them who's calling and why, so nobody repeats themselves.
Call transfer
Knows when to hand the call to a person.
When a caller needs your team, your AI agent puts them through, only to numbers you choose.
Northside ClinicIncoming call
LiveAn example call. Tap a style to replay it.
A handover that keeps the caller
When a call stops being one your agent should handle, it passes it to someone who can.
Only the numbers you list
Front desk, billing, the on-call mobile. You choose the numbers; the agent chooses the moment. It can't dial anything else.
Nobody answers? It comes back
After about 30 seconds the agent returns to the caller and carries on. Nobody is left listening to hold music.
Calls in and calls out
The same on calls you receive and calls your agent makes, so an interested customer reaches a person while they're still interested.
Set it up once
No integration. Add it from chat, or under Calling, Tools in the app.
- 1List who it can call
A name the agent will recognise and the number behind it. As many as you need.
- 2Choose warm or cold
Cold for speed, warm when the person picking up should know what's coming. You can change it later.
- 3Give it to your agents
An agent without it never transfers, so you can start with one number.
After a transferred call
Mark EllisTue 10:14 am · 4m 05s
TransferredSummaryAsked about a charge on his March invoice. Put through to Dana at the front desk.
Duration4:05
Billed time0:52
Call recording4:05
Transfer hand-off0:09
- The whole call is recordedIncluding what your colleague and the caller said after the hand-off.
- The transcript stops at the hand-offOnce your colleague takes over, Rindee isn't listening.
- The brief is its own recordingOn a warm transfer you can hear exactly what the agent told your colleague.
You pay for your agent's part only.
Billing stops when the caller is connected to a person, and time after the hand-off never uses plan minutes.
- On a number from your own phone provider, they bill the call to your colleague like any other call.
- On a number from Rindee, that call is charged at the line's per-minute rate.
Questions
Handing over, in plain English
- What's the difference between warm and cold?
- Cold: the agent says it's connecting the caller and puts the call straight through. Warm: the caller waits on hold music while the agent rings your colleague, tells them in a sentence who's on the line and why, and only then joins the two. Warm takes a few seconds longer and saves the caller repeating themselves.
- Which numbers can it put callers through to?
- Only the numbers you add for it. During a call it picks the one that fits, and it never dials a number you didn't add.
- What if nobody picks up?
- After about 30 seconds the agent comes back to the caller and carries on: it takes their details, offers a call back, or books them in if it books appointments.
- Does it work on calls the agent makes?
- Yes. An agent calling your customers can put an interested person through to your team while they're still on the line.
- Can it transfer on a number Rindee gives me?
- Yes, to a landline or mobile in the same country as that number. Toll-free and premium numbers can't be reached. A number you connected from your own phone provider has no such limit.
- What do I see after a transferred call?
- The recording of the whole call, including the part after the hand-off. The written transcript stops at the hand-off, because Rindee stops listening once your colleague takes over. For a warm transfer, the agent's short brief to your colleague is a second recording.
Still have a question? Talk to us directly.
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