The answer is call flow automation — an intuitive point-and-click flow builder for determining who to ring, when to ring them, what to do if they’re not available, and more. Making changes on the fly is as easy as updating your availability in the Lead Center mobile app .

Here’s the difference:

• Cold transfer: your team member transfers the call directly to another agent with no handoff
• Warm transfer: your team member places the caller on a brief hold and provides the new agent with contextual information or joins the call by merging the two together

Yes! Lead Center’s communications management tools make sure every call is answered in a fair and orderly manner. For example, you can choose to route callers to individual agents, “simulcall” to all available agents at once, or “round robin” to selected agents.

You can add contacts manually (one by one) or in bulk (via contact list). Bulk uploads are especially handy if your business collects offline leads, like storefront walk-ins. This allows your team to keep a shared database of all leads and customers to reference at any time.