Can't Take Incoming Call Off Hold After Attempting a Warm Transfer
C
Chadd Johns
I brought this up with support and they said there was an issue that needed to be reported here to get resolved.
At the moment, the system is configured in such a way that once an incoming call is warm or blind transferred to another party, and that party does not answer or rejects the call, the original agent is unable to return to the call. The caller remains on hold, and there is currently no functionality to take them off hold and resume the conversation without ending the call. The hold button is highlighted, but there is no way to resume the call. This is a huge problem for any company taking inbound calls.
I've included the loom video link as well.
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S
Simon Heit
Post the loom in a text format so we can click it
H
Hammad Ul Haq Syed
The current configuration poses a significant operational challenge, particularly for organisations that rely heavily on efficient inbound call handling. The inability of the original agent to retrieve the call after a failed transfer results in a poor customer experience and potential call abandonment. Our business is actively suffering as a result of this issue, and it is directly impacting our service delivery. This critical functional gap needs to be addressed urgently, and we strongly urge the GHL support team to prioritise and resolve this matter as soon as possible.