Agent Transfer Node

Use this node to transfer an automated contact flow to a live agent. It bridges automated and human-assisted interactions, providing configuration options for the transfer process, customer waiting experience, and error handling.

Configure the Node

General Settings

In General Settings, configure the following:

1. Custom Name: Enter a name to identify the node.

2. Agent Transfer Options: Select one of the following:

   • Play a message and Transfer to an Agent: Plays a message to the customer before transferring to an agent.

     • Click + Create New to write a message, or + Add Another to define multiple messages (one is randomly selected at runtime).
     

   • Run a Specific Dialog, then do an Agent Transfer: Runs a selected dialog before performing the transfer.

     

     !!! Note

     The selected dialog must be a preprocessing task, not a prompting task. Prompting tasks can prevent the agent transfer from executing properly.

Transfer to Agents

In the Transfer to Agents section, configure the following:

1. Skills: Select skills to route the customer to an agent with matching skills.
2. To route to a specific agent instead, select No, I want to override with adding specific Agents and choose an agent from the dropdown.

Waiting Experience

Click the Waiting Experience icon to configure what the customer experiences while waiting for an agent.

Choose Default Waiting Experience or click Override to select a custom option from the dropdown.

In Queue Flow: Attach a flow to run simultaneously with the waiting experience when the interaction enters a queue.

• Runs every time the interaction enters a queue, including transfers into a queue.
• Does not trigger during agent-to-agent transfers.
• Always results in an agent transfer.

Agent AI Settings: Enable this to configure Agent AI behavior when the contact connects with an agent. Turn on the toggle to trigger Agent AI at connection, then select the App and Automation to use.

Error Handling

Use this section to handle system errors during customer interactions.

• Your Message to User: Select a message type (Text to Speech, Link, or Audio). Type the message, upload an .mp3 or .wav file, or provide a URL. If no message is configured, the default system message plays. See General Settings for details.
• Go to node: Select the node to direct the error handling flow. You can create a new node or select an existing one.