When managing calls, it’s important to understand how calls are handled. CallHippo offers both Call Transfer and Call Forwarding, but they serve different purposes.

Call Transfer

Call Transfer allows you to move an active call from one person to another.

  • Used during a live call

  • Connects the caller to another agent or department

  • Helps route the caller to the right person instantly

Example: You are speaking with a customer and transfer the call to the support team.

Call Forwarding

Call Forwarding automatically redirects incoming calls to another number before the call is answered.

  • Works before the call connects
  • Redirects calls to another user, team, or external number
  • Ideal when you are unavailable or out of office

Example: If you are unavailable, calls can be forwarded to a colleague or mobile number.

Quick Comparison

Feature

Call Transfer

Call Forwarding

When it’s used

During an active call

Before the call is answered

How it works

Manual action by the agent

Automatic redirection

Best for

Connecting a caller live to another person

Ensuring calls are answered when unavailable

Both features help improve call handling and customer experience at different stages of the call journey.

If you have any questions, feel free to reach out to our support team at [email protected]