Warm transfer.When a person should take it, your team does.
During the hours your practice sets, Leady passes the caller to your staff in the order you choose. If nobody picks up, the call becomes a callback task and your team gets a notification, so nothing waits in a voicemail box.
A staged call at a sample practice. A caller asks, "Can I talk to someone about my bill?" During the practice's transfer hours, Leady transfers the call to the front desk, first in the transfer order. Nobody answers, so the call becomes a callback task for a billing question, with the transcript attached, and the team is notified by email.
Staged call · sample practice · demo data
A sample practice portal open on Call transfer: who Leady hands callers to, and when. Transfer hours are Monday to Thursday 8:00 AM to 5:00 PM and Friday 8:00 AM to 1:00 PM. The transfer order is the front desk first, then the office manager at lunch, then the treatment coordinator on Tuesdays and Thursdays. If nobody answers, Leady creates a callback task and emails the team with no patient details. Beside it, the email notification says only that a callback task is waiting, and the callback task in the portal holds the caller, number, time and reason.
Sample practice. Demo data.Your hours, your order, your people.
Transfer follows the rules in your escalation settings. Change them yourself in the portal, and every settings change is logged.
A sample Monday from 7 AM to 7 PM. Leady takes calls before 8 AM and after 5 PM. The front desk is first from 8 AM to 12 PM and from 1:30 PM to 5 PM; the office manager is first from 12 PM to 1:30 PM for lunch cover.
Transfer hours you set
Leady transfers only inside the hours your practice chooses. Outside them, it handles the call itself: a held booking, a message or, for an emergency, your on-call dentist.
A transfer order
Front desk first, then the office manager, then whoever you list. Leady works down the order you wrote, not a guess.
Who at what hour
Lunch cover, a short Friday, a coordinator who is in on Tuesdays. Set who takes calls at each hour, and Leady follows it.
Nobody free? Nothing is lost.
A transfer that rings out does not end in voicemail. It ends as work your team can see, own and close.
A callback task, not a voicemail
The task carries the caller's reason and number, and the transcript is one tap away in the portal. Your team marks it done when they call back.
Your team is notified
An email tells the people you choose that a task is waiting. It carries no patient data: no name, no number, no reason. The details stay in the portal.
It's in the call log
Transferred calls, unanswered transfers and callbacks sit in the call log with their transcripts, so the morning starts with a clear list.
A sample list of messages and callbacks: a billing question at 10:12 AM on Monday, transfer not answered, now a callback task; an insurance question at 12:14 PM, answered by the office manager after a transfer; directions to the office at 6:05 PM, answered by Leady as a message. An email at 10:13 AM says only that a callback task is waiting.
Better hand-offs, coming next.
Our beta practices test each of these first. They are not live yet, and we say so here until they are.
Call me back instead of holdingComing
When your team is busy, the caller can choose a call back rather than wait on hold.
A spoken briefing before the transferComing
Your team hears who is calling and why before the call is connected, so nobody has to start from zero.
Staff live-listen and take-overComing
Listen in on a call Leady is handling, and step in when you want to.
Questions about warm transfer
See all questionsWhen does Leady transfer instead of handling the call itself?
During the transfer hours your practice sets, when the caller needs a person. Outside those hours, Leady handles the call itself: a held booking, a message, or your on-call dentist for an emergency.
Who does it transfer to?
The people in your escalation settings, in the order you set, at the hours you set. Your practice edits them in the portal, alone or with our support.
What happens if nobody answers the transfer?
Leady creates a callback task with the caller's reason and number, and your team gets a notification. The transcript is in the portal.
Does the notification email include patient details?
No. Email notifications carry no patient data. Names, numbers and reasons stay in the portal, behind your team's sign-in.
Can a caller ask to be called back instead of holding?
Not yet. Call me back instead of holding is coming, and our beta practices test it first.
Is warm transfer on the Free license?
No. Warm transfer comes with Base. On Free, Leady answers after hours and every answered call becomes a message for your team to call back. Emergency routing to your on-call dentist is on every license.