From the Virtual Assistant (VA) platform, you configure the content that your virtual assistant will use to automatically answer users’ most frequently asked questions; however, if a query is detected during a conversation with a user that meets any of the defined reasons for referral and requires human intervention, you can escalate the conversation to an agent or specialist for resolution.
For a conversation to be transferred correctly, you must first create the appropriate transfer.There are different types of transfers that you can configure, some of them through procedures external to VA, such as;
● PureCloud: this is a particular type of Genesys derivation.
● Handover: used to bypass the Facebook handover protocol.
And others directly from the module transferred;
● AivoLive: AivoEngageware's human attention with AI.
● OpenChat: is used when you need to open a provider's window on top of our VA, such as Zendesk, Salesforce, etc.
● OpenPopup: this is similar to the previous one, but instead of opening as a window on top of our VA, a popup opens in the center of the screen, like a webview (mobile app, etc.).
● Voice: will appear only if you implement this channel.
You will not be able to create transfers with duplicate names. 
In the tour below, you will learn how to manage the creation, edit, or delete options provided by the Transferred section of the VA settings.