Transfers and Forwards

Warm, Cold, and IVR Transfers Are Product Concepts

The platform describes several flavors of transfer in product
documentation: warm transfer (agent stays on the line and
introduces the buyer), cold transfer (agent drops off), and IVR
transfer (the caller navigates a menu to choose a destination).
These are user-facing terms.

The distinction between warm and cold is expressed by which
telephony primitive is invoked. A warm transfer creates a
three-way conference and then the agent leaves, producing a
parent-child call pair that coexists briefly. A cold transfer
invokes a direct leg replacement, producing a single call whose
forwarded leg terminates the agent's participation immediately.

Forwarded Calls

A call whose status becomes "forwarded" has been handed off to a
destination outside of the normal buyer-matching path.
Forwarding can be configured on the tracking number (for example,
always sending the call to a specific buyer) or expressed as an
action step in the offer's call flow. Voice agent calls can also
forward via flow actions.

When a call is forwarded through a buyer, the call still records
the buyer attribution, the payout, and the conversion, because the
buyer is considered to have received the call.