Enhance Client Experience with Seamless Call Transfers

Why This Feature Matters

Sierra’s Call Transfer capability improves teamwork and client experience by enabling seamless call handoffs between team members. Whether you’re an ISA routing a lead to an agent or an agent connecting a lead with a preferred lender, this feature supports faster responses and smoother workflows while keeping call activity logged automatically.

In the fast-paced world of real estate, time is often of the essence. When a lead expresses interest, being able to transfer their call to the right team member quickly is essential. Call Transfer not only accelerates response times but also enhances the overall client experience by ensuring they are promptly connected to the right resources.

Real-world Examples:

• An ISA transfers a lead interested in property financing to a lender while communicating relevant details, resulting in a swift loan application process.
• An agent connects a buyer directly to a colleague specializing in a specific neighborhood, providing tailored insights rapidly.

Step-by-Step Instructions

✅ Set Up the Dialer First

Before you can use Call Transfer, ensure:

• The Sierra Dialer is activated for your account

• All users involved are connected to the Dialer via User Settings

📞 How to Transfer a Call

1. Initiate an Outbound Call from the Lead Detail Page

2. Click the Transfer button (visible during the call)

3. The lead will be placed on hold and hear hold music

4. • Users formally assigned to the lead (displayed first)

   • All Users with an active Dialer connection

   • Use the Search bar to quickly find a specific user

     A Call Transfer Overlay appears, listing:

5. Click the green Call button next to the desired User

🎛️ Choose Your Transfer Option

Once connected with the receiving User, choose how to proceed:

• Cancel – End the internal call and return to the lead

• Complete – Transfer the lead and drop off the call (your portion of the call will be logged)

• Swap – Put the other User on hold and return to the lead

• Merge – Create a three-way call (lead, User, and you)

Lead Detail Page Logging

Transferred calls will appear in the lead’s communication history with this format:

Call transferred to {User name}

This keeps call records accurate and transparent for your entire team.

Best Practices

• Use Complete to cleanly hand off the conversation once context is shared

• Use Merge when collaboration across roles is needed in real-time

• Keep User profiles updated to ensure proper routing and recognition

• Notify team members when a transfer is expected to ensure they’re ready to receive

Troubleshooting Common Issues

Problem: Can’t see the Transfer option

Solution: Ensure your account has the Dialer enabled and you’re using an active personal Dialer number

Problem: The user I want to transfer to isn’t showing

Solution: They must be connected to the Dialer and have a valid number in their User Profile

FAQs

Q: Can I transfer inbound calls?

A: Currently, Call Transfer is available for outbound calls only.

Q: What happens if the lead disconnects while I’m talking to another user?

A: You can continue the internal call; the lead’s status will update to “Disconnected.”

Q: Does the system log transferred calls automatically?

A: Yes. All transferred calls are logged in the lead’s history with the transfer notation.