Contact block: Transfer to agent (beta)
Description
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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.
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The Transfer to Agent block is a beta feature and works only for voice interactions.
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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.
Supported channels
The following table lists how this block routes a contact who is using the specified channel.
| Channel | Supported? |
|---|---|
Voice |
Yes |
Chat |
No - Error branch |
Task |
No - Error branch |
To transfer chats and tasks to agents, use the Set working queue block. Because Set working queue works for all channels, we recommend using it for voice calls too, instead of using Transfer to agents (beta). For instructions, see Set up agent-to-agent transfers.
Contact flow types
You can use this block in the following contact flow types:
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Transfer to Agent flow
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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:
