Warm transfer

Sometimes a call needs a person. Warm transfer is where you pick up a call Elva hands to your team — with the patient still on the line and the full story already laid out for you, so you can step in without making the patient repeat themselves.

What a warm transfer is

A warm transfer is Elva bringing a human into a live call. She keeps the patient on the line, tells them help is coming, and passes you everything she’s learned so far — who’s calling, why, and what she already did. When you pick up, you start mid-conversation with full context instead of a cold “How can I help you?”

Elva starts a warm transfer when a call is better handled by a person, such as:

• A clinical question she shouldn’t answer on her own (for example, a post-op concern).
• An upset patient who’s getting frustrated.
• Something she can’t do within your practice rules.
• The patient asks for a human.

The Warm transfer page

Open Warm transfer to see everyone Elva has handed over. The page has three parts: a header up top, the list of transfers on the left, and a detail panel on the right.

The header

The header tells you how busy the queue is at a glance:

• Patients waiting — how many patients are on the line right now waiting for someone (for example, “2 patients waiting right now”).
• Longest wait — how long the patient who’s been waiting longest has been holding, so you know what’s most urgent.
• A Live indicator and the current time, confirming the page is updating in real time.
• A search box (top right) to filter the list — see How to find a specific waiting patient.

The transfers list (left)

The left panel is headed Recent transfers and shows a small active count when patients are waiting. It lists:

• Active transfers at the top — patients on the line right now, each as a card.
• A Handled section below — patients your team already picked up and resolved earlier today.

Each waiting card shows:

• A priority badge — PRIORITY (needs attention first) or ACTIVE (waiting, not urgent).
• The patient name.
• The reason for the call (for example, “Billing Dispute”).
• The time waiting (for example, “1 min ago” or “Just now”).

Select any card to open it in the detail panel on the right.

The detail panel (right)

The detail panel is the full picture for the transfer you’ve selected:

• The patient name with a sentiment pill — Urgent, Sensitive, Standard, or Positive — so you know the mood before you speak. The Phone call tag shows the channel, the reason is repeated, and an on call timer shows how long the patient has been waiting.
• AI call summary — a short, numbered rundown of what happened and why Elva escalated: what the patient called about, what Elva already checked or confirmed, and what they’re asking for now.
• Patient info — Date of birth, Phone, and Insurance.
• A link to View full call transcript so you can read exactly what was said.

The main action is Pick up call (top right). You’ll also find Assign and Assign to me to route the transfer to a specific teammate, and a More actions button.

Common reasons Elva transfers

The reason on each card tells you what kind of help the patient needs. Common ones include:

• Billing dispute — a question or disagreement about a charge or balance.
• Scheduling — booking, rescheduling, or a new-patient appointment that needs a person.
• Post-op concern — a patient with a question after a procedure (for example, an implant site).
• Insurance question — coverage, benefits, or policy questions Elva can’t fully confirm.
• Clinical review — anything a clinician should weigh in on.
• Callback requested — the patient asked for someone to call them back.

How to take a waiting call

1. Go to Warm transfer.
2. In the Recent transfers list, find a waiting patient — start with any card marked PRIORITY, then the longest waiting.
3. Select the card to open it in the detail panel.
4. Read the AI call summary and patient info so you know who you’re talking to and why.
5. Choose Pick up call to join the line and take over from Elva.

How to find a specific waiting patient

1. Go to Warm transfer.
2. Type into the search box at the top right — search by patient name or by reason (for example, “billing”).
3. The Recent transfers list filters to matching patients. Select the one you want.

How to review calls you already handled

1. Go to Warm transfer.
2. In the Recent transfers list, scroll to the Handled section.
3. Select any handled patient to open it. The detail panel shows it as Resolved, with a link to View full call transcript.

How to see the full call afterward

1. Open the transfer in the detail panel.
2. Choose View full call transcript to read the whole conversation.
3. For the complete record — recording, transcript, and outcome of any call — go to Call logs, where every call Elva handled is searchable.