In-call controls

The Smart Panel gives agents full control of active calls without leaving Salesforce: hold a caller, run cold or warm transfers, and build conferences.

Access in-call controls

When a call connects, the Smart Panel displays the call control bar automatically. Available controls include Mute, Hold, Transfer, Warm Transfer, and Conference options.

Core call controls

Mute. Click the Mute button to silence your microphone. The customer cannot hear you, but you can still hear them. This is useful during colleague consultations.

Hold. Click Hold to place the caller on hold. Default hold music plays until you resume. Use it when checking information or preparing a transfer.

Transfer (cold transfer). Click Transfer, then search for an agent, queue, or number. The caller is immediately routed to that destination. Use this for quick handoffs without introduction.

Warm transfer. Click Warm Transfer to place the caller on hold while you speak with the target agent first. Click Merge to connect all parties when ready. This produces smoother handoffs and a calmer experience for the customer.

Conference call. Add multiple participants by clicking Conference. Choose agents or numbers to add. Use Leave Conference to drop off while others remain, or End Conference to disconnect everyone.

Recording during calls

If call recording is enabled in General Settings, all transfers and conferences are logged for manager review covering quality and compliance.

Best practices

  • Use Warm Transfer when possible. It improves continuity and customer satisfaction.
  • Always inform the caller before transferring or conferencing.
  • Mute during side discussions to avoid background noise.
  • Document outcomes via notes or dispositions before ending calls.

Troubleshooting

Transfer button not working. Ensure the target user or queue is active in Salesforce and has a number assigned.

Hold music not playing. Check General Settings to confirm hold music/audio is configured.

Conference not available. Verify your role has conferencing permissions enabled.