Contact block: Transfer to agent (beta)

Description

• Ends the current contact flow and transfers the customer to an agent.

  Note

  If the agent is already with someone else, the contact is disconnected.

  If the agent is in After Contact Work, they are automatically removed from ACW at the time of transfer.

• The Transfer to Agent block is a beta feature and works only for voice interactions.

• We recommend using the Set working queue block for agent-to-agent transfers instead of using this block. The Set working queue block supports omnichannel transfers such as voice and chat. For instructions, see Set up agent-to-agent transfers.

Contact flow types

You can use this block in the following contact flow types:

• Transfer to Agent flow

• Transfer to Queue flow

Properties

Configured block

When this block is configured, it looks similar to the following image:

Scenarios

See these topics for scenarios that use this block:

• Set up contact transfers