Table of Contents
Support Guide
How to Transfer Calls in Shape Software
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Shape Software
Learn how to transfer calls in Shape Software using warm transfers, cold transfers, direct line transfers, ring groups, and QuickFire Blasts.
Transferring Calls in Shape Software
Whether you're handing a customer off to another loan officer, transferring a prospect to an insurance agent, connecting a borrower with processing, or routing a policyholder to customer service, Shape provides several ways to transfer live calls without asking customers to hang up and call someone else.
Depending on your workflow, you can:
- Perform a warm transfer.
- Perform a cold transfer.
- Transfer without placing the caller on hold.
- Transfer directly to another Shape user.
- Transfer to any external phone number.
- Transfer to a Ring Group.
- Transfer using a QuickFire Blast.
Choosing the right transfer method helps reduce wait times while ensuring customers reach the right person.
Warm Transfer
A warm transfer allows you to speak with the receiving party before connecting the caller.
This is the preferred option when you'd like to:
- Introduce a borrower to their processor or loan officer.
- Introduce a policyholder to a licensed insurance agent.
- Brief the next team member before transferring the call.
- Verify the receiving party is available.
- Provide additional context before completing the transfer.
Once the receiving party is ready, complete the transfer to connect everyone.
Cold Transfer
A cold transfer immediately transfers the caller without speaking to the receiving party first.
This option works well when:
- Routing callers to customer service.
- Transferring to a receptionist.
- Sending a caller to a specific department.
- Routing a customer to a known extension.
- The receiving party already expects the call.
After the transfer is initiated, your call ends.
No Hold Transfer
A no hold transfer allows you to start a transfer while you continue speaking with the caller.
Instead of placing the caller on hold while you contact the next person, Shape keeps you connected to the caller during the transfer attempt. When the receiving agent answers, they are instantly patched into the live call.
This is useful when you want to:
- Keep the conversation moving without putting the caller on hold.
- Reduce dead air or wait time.
- Bring another team member into the call quickly.
- Create a smoother handoff for borrowers, policyholders, or prospects.
A no hold transfer works well when speed matters, but you still want to stay connected with the caller until the next agent joins.
Transfer to User
The User transfer option allows you to transfer a live call directly to another Shape user.
When selecting a user, you can search the user list and view their current availability status, including whether they are online, offline, or idle. This helps you choose the right person before initiating the transfer.
Use Transfer to User when you want to send the caller to a specific person, such as a loan officer, insurance agent, processor, account manager, or support representative.
This option is helpful when:
- You know exactly who should receive the call.
- You want to check whether the user appears available before transferring.
- The caller is already working with a specific team member.
- The call needs to go to a named user instead of a department or group.
Transfer to a Direct Line
Need to transfer outside of Shape?
Choose Direct Line and enter any phone number.
Common examples include:
- Insurance carriers
- Title or escrow companies
- Real estate agents
- Vendors
- Mobile phones
- Branch offices
- Third-party service providers
Simply enter the phone number and complete the transfer.
Transfer to a Ring Group
Ring Groups are administrator-configured destinations that route calls according to your organization's call flow.
Instead of selecting an individual user, simply choose the appropriate Ring Group.
Examples include:
- Loan Processing
- Underwriting
- Customer Service
- Insurance Sales
- Claims Department
- New Business Team
- Reception
- Support
The Ring Group automatically follows the routing rules associated with the pre-programmed phone number.
Transfer Using QuickFire Blast
QuickFire Blast is one of Shape's fastest transfer options.
Instead of calling one person at a time, Shape sends a notification to a group of eligible users.
The first user to accept the notification is immediately connected to the caller.
This is especially useful for:
- Finding the first available licensed loan officer.
- Connecting a prospect with the next available insurance agent.
- Escalating customer service calls.
- Speed-to-lead teams.
- Overflow call handling.
- High-volume sales environments.
Because multiple users are notified simultaneously, customers spend less time waiting while your team responds more quickly.
Choosing the Right Transfer Method
Situation
Recommended Option
Introduce a borrower or policyholder before transferring
Warm Transfer
Transfer immediately without an introduction
Cold Transfer
Transfer without placing the caller on hold
No Hold Transfer
Send the call to another Shape user
User
Transfer to an outside phone number
Direct Line
Route to a department or shared team
Ring Group
Find the first available team member
QuickFire Blast
Best Practices
- Use Warm Transfers when introducing customers to another team member.
- Use Ring Groups when routing calls to departments instead of individual users.
- Use QuickFire Blast when speed is more important than selecting a specific person.
- Check user availability before transferring directly to another Shape user.
- Use Direct Line when transferring to outside businesses or partners.
Frequently Asked Questions
What's the difference between a warm transfer, cold transfer, and no hold transfer?
- Warm Transfer: Speak with the receiving party before connecting the caller.
- Cold Transfer: Transfer the caller immediately without speaking to the receiving party.
- No Hold Transfer: Continue speaking with the caller while the transfer is initiated. When the receiving party answers, they are instantly connected to the live call.
Can I transfer a call to another Shape user?
Yes. Select Transfer to User to search for another Shape user. You'll also see whether each user is currently Online, Idle, or Offline, making it easier to determine who is available before transferring the call.
Can I transfer a call to someone outside of Shape?
Yes. Use Transfer to Direct Line to enter any external phone number, such as a mobile phone, vendor, insurance carrier, title company, or another outside business.
What is a Ring Group?
A Ring Group is an administrator-configured destination that routes calls according to your organization's call flow. Rather than transferring to a single person, the call is routed based on the Ring Group's configured routing rules.
What is a QuickFire Blast?
A QuickFire Blast sends a transfer request to multiple eligible users at the same time. The first user to accept the request is immediately connected to the caller, making it a great option when you want the first available team member to assist.
Will I know when my transfer has started?
Yes. When you initiate a transfer, Shape displays a confirmation notification letting you know the transfer request has been initiated and is in progress.
Will I know when the transfer is complete?
Yes. Once the transfer has been successfully completed, Shape displays a confirmation notification so you know the caller has been successfully connected.
What caller ID is displayed when transferring a call outside of Shape?
When transferring a call to an external phone number, Shape uses the customer's phone number as the outbound caller ID. This helps provide context for the receiving party and can improve the likelihood that the call is answered.
Can I continue talking to the caller while transferring them?
Yes. If you choose a No Hold Transfer, you'll remain connected with the caller while the transfer is initiated. Once the receiving party answers, they are immediately joined to the conversation.
What happens if the receiving user doesn't answer?
If the receiving user doesn't answer, the transfer won't be completed, allowing you to choose another transfer destination or continue assisting the caller.
Which transfer option should I use?
It depends on your workflow:
- Use Warm Transfer when you'd like to introduce the customer or provide context before handing off the call.
- Use Cold Transfer when you need to immediately route the caller to another person or department.
- Use No Hold Transfer when you want to continue speaking with the caller until the receiving party answers.
- Use Transfer to User when you know exactly who should receive the call.
- Use Transfer to Direct Line when transferring outside of Shape.
- Use Transfer to Ring Group when routing to a shared department.
- Use QuickFire Blast when you want the first available qualified team member to answer.
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