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Handle transfers, whispers, and dispositions without switching apps.
The Discord bot provides full call control capabilities, allowing you to manage active calls and collaborate with your team directly from chat.

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Transfers

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Warm Transfer

Consult with a manager before transferring the customer. 
/consuelo transfer @manager
What happens:
1

Initiate

You run the command with a manager mention
2

Notify

Manager receives a DM with call context (contact name, duration, company)
3

Hold

Customer is placed on hold while manager joins
4

Consult

You and manager speak privately
5

Complete

You leave, customer and manager are connected
Manager sees: 
📞 Transfer request from @rep
Lead: John Smith | Acme Corp | (555) 123-4567
Duration so far: 4m 32s

[Join Call] [Decline]
You see after manager joins: 
👤 Manager Joining
@manager is joining the call. Customer is on hold.

[Complete Transfer] [Cancel Transfer]

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Cold Transfer (via UI)

For immediate transfers without consultation, use the in-dialer transfer feature.

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Whisper Mode

Add a manager to listen in without the customer hearing. 
/consuelo whisper @manager
Use cases:
  • Coaching: Manager listens and provides guidance via separate chat
  • Quality assurance: Silent monitoring for training purposes
  • Escalation prep: Manager hears context before deciding to intervene
Manager experience: 
🔇 Whisper request from @rep
@rep wants you to listen in on their call.
Lead: John Smith
Duration: 2m 15s

[Listen In] [Decline]
When manager joins:
  • Manager’s phone rings
  • They hear both sides of the conversation
  • They are muted — customer cannot hear them
  • They can DM you with guidance

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Post-Call Disposition

After each call ends, an interactive card appears: 
📋 Call Summary
Lead: John Smith — (555) 123-4567
Duration: 3m 42s
Outcome: No answer

[Connected] [Voicemail] [No Answer]
[Busy] [Follow-up] [Not Interested]
[Add Notes]
Options:
OutcomeDescription
ConnectedHad a conversation with the contact
VoicemailLeft a voicemail message
No AnswerPhone rang, no one picked up
BusyLine was busy
Follow-upNeed to call back later
Not InterestedContact declined interest
After selecting:
  1. Outcome is logged to the CRM
  2. Queue advances to next contact
  3. You can add notes by clicking [Add Notes] and replying

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Active Call Status

Check your current call status anytime: 
/consuelo status
Shows: 
📊 System Status
API: Online
Active Queue: Hot Leads (Power) - 12/45 completed
Current Call: John Smith (3m 12s)

✅ Dialer
✅ API
✅ Queue Engine

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Call Controls Flow

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Warm Transfer Flow

Rep ──────────────────────────────────────────────▶
  │
  │ /consuelo transfer @manager
  │
  ▼
Manager receives DM ───▶ Clicks "Join"
  │
  ▼
Rep's phone: "Manager joining"
  │
  ▼
Rep + Manager talk (customer on hold)
  │
  ▼
Rep clicks "Complete Transfer"
  │
  ▼
Rep leaves ───▶ Manager + Customer connected

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Whisper Flow

Rep ──────────────────────────────────────────────▶
  │
  │ /consuelo whisper @manager
  │
  ▼
Manager receives DM ───▶ Clicks "Listen In"
  │
  ▼
Manager joins muted
  │
  ▼
Manager hears: Rep ◀──▶ Customer
  │
  ▼
Manager can DM Rep with guidance
Transfers and whispers require the manager to have linked their Discord account to Consuelo with a valid phone number configured.