Transfer Call

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Overview

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Types of Call Transfers

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Cold Transfer (Blind Transfer)

• Immediately redirects the caller without introduction
• Suitable for simple redirections and high-volume environments
• No context sharing with receiving agent

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Warm Transfer (Announced Transfer)

• Includes briefing the receiving agent before connecting
• Better for complex issues and VIP customers
• Preserves conversation context

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Configuration Steps

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1. Access Actions Menu

1. Navigate to the AI Agent section
2. Locate and click on the “Actions” tab
3. This will display the current list of available actions

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2. Create New Transfer Action

1. Click the “Add Action” button
2. From the dropdown menu, select “Transfer call”

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3. Configure Transfer Settings

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Enter Action Details

1. Provide a descriptive name (e.g., “Transfer to Support”)
2. Input the destination phone number in E.164 format:
   • Structure: +(country code)(number)
   • Example: +12512500508

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When Should the Transfer Happen?

• Define specific conditions and situations for transfer
• Examples:
  • “Transfer when customer explicitly asks for human agent”
  • “Transfer if customer mentions technical issues with login”
  • “Transfer if customer shows signs of frustration”
  • “Transfer for billing disputes over $500”

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Delay Settings

• Configure artificial delay before transfer
• Allows AI to complete farewell message
• Recommended: 2-3 seconds for natural conversation flow

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Select Transfer Type

Option 1: Cold Transfer

• Configure “Speak during transfer” message
• Example messages:
  • “Please hold while I transfer you to our support team”
  • “I’m connecting you with a specialist. One moment please”
  • “Transferring you now, please stay on the line”

Option 2: Warm Transfer

• Configure AI briefing instructions
• Example briefing format:
  • “Customer name and account details”
  • “Brief summary of the issue discussed”
  • “Any relevant account history or context”
  • “Reason for transfer”
  • “Actions already taken by AI”

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4. Save Configuration

• Review all settings
• Click “Add Action” to save
• Test transfer flow in sandbox environment

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Best Practices

• Keep transfer conditions specific and measurable
• Use clear, professional transfer messages
• Set appropriate delays for natural conversation
• For warm transfers, keep briefings concise but informative
• Regular testing of transfer flows

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Tips

• Update transfer conditions based on customer feedback
• Monitor transfer success rates
• Maintain backup transfer options
• Regularly review and update transfer messages