Live Transfers FAQs

Modified on Thu, 18 Sep at 10:48 AM

Live Transfers FAQ

Live Transfers give you the opportunity to speak with motivated sellers in real time, either immediately after form submission or when our team re-engages a previously refunded lead. Below are answers to frequently asked questions about how they work and how to make the most of them.

Why enroll? Live Transfers connect you with serious sellers at the exact moment they’re most motivated — when they’ve just submitted their information or picked up the phone to speak with someone. Many of our top-performing clients report that their highest closing rates come from Live Transfers. If you’re looking to improve contact rates and reduce follow-up delays, enabling Live Transfers is one of the easiest wins.

How Do Live Transfers Work?

Where do they come from? Live Transfers come directly from sellers who call in after completing a form fill, as well as from leads you previously refunded that our Refund Team has re-engaged to confirm their interest in selling.
When will I receive them? Live Transfers are triggered in real time by seller activity, which means calls can happen during the day, evening, or even overnight.
Do sellers always speak with someone first? Not always. In many cases, one of our agents will provide a quick handoff introduction before connecting the call. Other times, the seller may be routed directly to your number.
Are they replacing my regular leads? No. You will continue to receive regular leads in the same way you do today, alongside any Live Transfers.
Can I request only Live Transfers? No. Live Transfers are not a separate type of lead. They are a faster way for us to connect you with sellers who have already come through as webform leads. Think of them as a supplemented contact method that gives you a live shot at reaching the seller right away.

How Do I Control Live Transfer Settings?

How do I add or update my phone numbers?
1. Go to your My Territories view.
2. Click “Add Webhook – Update Phone/Email”.
3. In the Live Transfer Numbers section, you can add, edit, or remove up to 5 phone numbers.
All listed numbers will ring simultaneously. The first person to press 1 will be connected with the seller.
What kind of phone numbers should I use? We recommend direct U.S. or Canadian lines (+1 country code). Avoid international numbers or those with IVRs or auto-attendants, which can block the "press 1" step.
Can I set specific hours to receive Live Transfers? No. Live Transfers are always active while you’re enrolled so you never miss the chance to connect with a motivated seller. If you prefer not to receive calls, you must remove your numbers.
How do I turn off Live Transfers? You can remove all Live Transfer phone numbers from the Add Webhook – Update Phone/Email section of your My Territories view. Once no numbers are listed, Live Transfers will stop automatically and you will no longer be connected with sellers by phone.
Will I see Live Transfers differently in the portal? No. They will appear in your dashboard just like any other lead.

Tip: Many clients list multiple team members’ numbers (up to 5 total) so there’s always someone available to pick up, no matter the time of day — especially during evenings or weekends when seller motivation tends to spike.

How Do I Handle Live Transfer Calls?

How long do I have to answer? You have about 30 seconds to answer and press 1. We recommend picking up quickly to avoid missed opportunities.
What number will show up? All Live Transfer calls will come from 844-871-0777.
Can I prioritize who answers? No. All numbers ring at once — whoever presses 1 first will take the call.
What if I miss the call? The seller will not be connected live, but the lead will still be delivered to your dashboard for follow-up.
Will I see seller info before the call? In most cases, yes. You’ll receive lead details just before the call connects. If it’s a previously refunded lead, the info may already exist in your CRM.
Can sellers leave a voicemail? No. Someone must press 1 to accept the call — otherwise, it disconnects automatically.
How should I answer? Use your standard greeting. If an agent is handing off the call, be ready for a quick introduction before continuing with the seller.

What Should I Know About Lead Quality?

What if it’s a bad lead? Live Transfers are covered under our standard refund policy. If the lead meets our criteria, feel free to submit it for review.
What if the call is short or dropped? We recommend trying to reconnect and following your standard process for a new lead. If you're unable to reestablish contact, the lead may still be eligible for refund review.
Why did I get a transfer for a lead I already had? This can happen if a seller, who you've previously submitted for refund, engages with our Refund Team and confirms they’re still interested in selling. In that case, we may attempt to reconnect you through a Live Transfer. It can also happen if a seller jots down the call-in number from a prior interaction and decides to reach out again directly.
What if a competitor calls in? If the call is confirmed to be fraudulent (e.g., a competitor posing as a seller), it may be eligible for a refund.

Why Am I Not Receiving Live Transfers?

Live Transfers are tied to real-time seller activity in your selected territories. If sellers aren't calling in or if no phone numbers are listed in your Live Transfer settings, you won't receive any calls. Make sure you’ve added at least one valid number to stay eligible.

Bonus Resource: Want to improve your conversion rates across all lead types, not just Live Transfers? Check out our Best Practices for Working Your Leads guide.

Need help reviewing your Live Transfer setup or want to discuss performance? Reach out to our support team — we’re here to make sure you get the most out of every live opportunity.