Transfers allow you to maintain a smooth user experience, especially in cases that require additional validation, more specific resolution, or human intervention.
These are the most common transfer reasons:- User request: when the person expresses they want to speak with a human agent.
- Low understanding or low confidence in the response: when the interaction is not satisfactorily resolved or the need for human support is detected.
- Business rules defined in the implementation: when certain processes, intents, or scenarios are configured to be automatically transferred.
The data required to configure a transfer will depend on the type of connection defined in the project.Depending on the implemented architecture, you may need the following:
- Call destination: phone number, extension, queue, or support group.
- Connectivity data: information required to integrate with the organization’s telephony infrastructure.
- Transfer configuration: specific parameters depending on the type of transfer (direct, assisted, etc.).
Please note that, depending on the implementation, some configurations may require additional operational adjustments. For more details, we recommend validating this with the team assigned to your project.