How can the Support team transfer a live call to the Sales department?

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• How do I perform a live call transfer in Heyo, and why must I hang up first?

  ⚡Quick answer Yes. Once you complete the transfer steps, the transferer (the staff member who initiated the transfer) may hang up. Hanging up is required for the system to recognise the transfer intent and to bridge the customer with the target ...

• Can a call transfer be done on outgoing calls in Heyo?

  ⚡Quick answer No. Call transfer in Heyo works only on live incoming calls—typically those that arrive through your IVR menu or team queue. The platform has no provision for transferring an outgoing call to another user or extension.  1. Why is ...

• Can external callers dial an extension number in Heyo?

  ⚡Quick answer No. External callers cannot reach your teammates by dialing an extension directly. Extensions in Heyo are for internal call transfers only—after an agent has already answered the call. If you want customers to self-route to the right ...

• Does our Support team attempt to reach a client via WhatsApp if the client doesn’t answer their call?

  ⚡Quick answer - No, we do not use WhatsApp for client communication in such cases. We follow a centralised communication system to ensure consistency and maximum support availability. Clients are requested to connect with us through our official ...

• Sales Process Segmentation

  ⚡This table aims to define how much effort or customisation is expected in each product category and hence classify the sales process. It also explains ARPU expectation along with delivery time, etc.  Sales Category Comodity Product Solution Service ...