Short answer
A conference keeps the customer, agent and specialist in the same conversation; a transfer may remove the original agent. Test adding and removing participants and ending the call before using the feature with customers.
Key verification: Check who remains connected after each action and confirm plan limits and costs.
Sources and limitationsTo talk to a client and a specialist at the same time, you need to merge the calls into a conference. If you only transfer, the initial agent stops participating. Before using it with clients, try adding the third person, returning to the initial interlocutor, and ending without accidentally cutting off everyone.
When to keep three people online
A conference helps when decisions require multiple people to hear the same context: confirm a technical condition, coordinate an installation, or agree on the next step. Don't add someone just to listen without explaining their presence. Present your name, function and reason for joining.
To hand the conversation to another person and exit, use the assisted transfer or direct transfer procedure. Here the desired result is a simultaneous conversation with three participants.
Supplier checks
CallHippo documents internal and external participants, a feature included as per plan and restrictions for Indian numbers. Requires positive balance even when using included minutes; Destinations outside the package can consume credit. Also confirm your account limits. Official Conference Guide .
Verify the number you are calling from and the specialist's destination. A conference can add a call segment with different conditions; Don't assume that the entire session is billed as an ordinary conversation from the same country.
Sequence documented in CallHippo
- During the call, open
Transfer / Add Call. - Select an internal agent or external contact and connect to them. The initial interlocutor is put on hold.
- Choose to talk to the new person first to introduce the context.
- Use
Merge Callto bring together the initial caller, the new participant, and you. - When leaving, distinguish
Leave Conference, which leaves others connected, fromEnd Conference, which ends for everyone.
The above controls come from the cited guide and may change location. CallsIQ has not run this test on an account. Rehearse the circuit with your version before making it a team procedure.
Short script to incorporate the specialist
Original example: «To confirm that point I am going to incorporate Marta, from the technical team. I will leave you on hold for a moment while I explain the query. "Then the three of us will talk." When merging: «There are three of us now. The question is whether we can carry out the installation on that date; Marta will confirm the requirements.
Before closing, repeat decision, person responsible and date. You don't need to transcribe the entire conference to maintain a clear operating agreement. If recorded, apply business procedures and do not assume new participants know the settings.
Acceptance checklist
| Test | Expected result |
|---|---|
| The specialist does not answer | The initial conversation is recovered without losing the client |
| Calls are merged | All three hear and can speak; no one is still waiting |
| The initial agent exits | The others continue when that is the chosen action |
| It ends for everyone | The session ends and the planned record remains |
| An external destination is added | Availability and consumption of the added section are known |
Deciding when to use it
For a query that the specialist can resolve later, a task with context may be sufficient. Consider CallHippo if simultaneous phone collaboration is a regular part of your job, with the feature confirmed in your plan. Review failed conferences and agreements that required another call to decide if the process is helping.
Sources and limitations
Documentary review: . Content type: Documentation-based guide.
Sources describe terms and capabilities stated by their owners. Proposed protocols and fictional examples do not establish product tests performed by CallsIQ.
- Official Conference Guidehelp.callhippo.com
Check current terms
Consider these options if they solve the problem described. Confirm features, limits and availability in your country.
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Official sources, explained calculations and clearly labelled examples. Read about our methodology and use of AI in writing.