From the Virtual Assistant (VA) platform, you configure the content that your virtual assistant will use to solve the users' frequently asked questions automatically, but if during a conversation with the user, a query is detected for any of the defined reasons for referral requires human intervention, it is possible to refer the conversation to a representative or specialist to finish solving it.
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 (App mobile, 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.