Prerequisites
Transfer sessions are only created when an external agent transfer integration is configured for the project. Supported providers include:- Kore SmartAssist
- Salesforce
- ServiceNow
- Five9
- Genesys
How is a Transfer Session Created
A transfer session is created automatically when an AI agent hands off to a human representative. This occurs when the agent’s ABL contains aHANDOFF or DELEGATE block targeting a human escalation path.
The platform creates the session record, notifies the configured external provider, and the session immediately appears in the Transfer Sessions table with a Pending status.
When a transfer request is created, the corresponding escalation task is also visible in the Inbox.
Session Lifecycle and Auto-Expiry
Transfer sessions are created with a TTL (time-to-live) that controls how long a session persists before being automatically removed. The TTL resets on every message exchanged during the session, so active conversations do not expire mid-session.Default TTL by Channel
| Channel | Default TTL | Notes |
|---|---|---|
| chat | 30 minutes | TTL resets on every message. Active sessions do not expire mid-conversation. |
| messaging | 30 minutes | TTL resets on every message. |
| 24 hours | TTL resets on every message. | |
| campaign | 1 hour | TTL resets on every message. |
| voice | No expiry | TTL = 0. By default, voice sessions never auto-expire and must be ended explicitly or via a provider disconnect event. Monitor voice sessions actively to avoid stale records accumulating. |
Custom TTL Configuration
To configure custom values for TTL:- Navigate to Settings > Agent Transfer > Session Lifecycle.
- TTL values are configured in minutes. For example,
2indicates 2 minutes of inactivity, leading to session termination.
Transferred Sessions
For each transferred session, the following details are presented.| Field | Description |
|---|---|
| Contact | Unique identifier associated with the end user. |
| Agent | The AI agent that initiated the transfer. |
| Provider | The CCaaS provider handling the transferred session. Supported providers: smartassist, five9, salesforce, genesys. |
| Channel | Communication channel used for the interaction - chat / voice / email / messaging / campaign. |
| Status | Current state of the transferred session. See Session Status Values below. |
| Queue | Queue assigned by the destination provider, if available. |
| Duration | Time elapsed since the transfer was initiated. |
| Actions | Available actions that can be performed on the transferred session. |
| Status | Description |
|---|---|
| pending | Transfer initiated. |
| queued | Placed in a queue, waiting for an agent. |
| active | Human agent connected. |
| post_agent | Human agent disconnected and the session is in an After Call Work (ACW) or CSAT flow. |
| ended | Session closed. |
Transfer Session Details
Click any row in the Transfer Sessions table to open the Transfer Session Details modal. The modal shows the complete record for a single session and is the primary surface for diagnosing handoff issues.| Field | Description |
|---|---|
| Session ID | Full composite session identifier used internally by the platform. Format: agent_transfer:<uuid>:<conversationSessionId>:<channel>. This ID uniquely identifies the session across the platform and the provider. |
| Contact ID | Full UUID of the end-user contact associated with this transfer session. This is the untruncated version of the ID shown in the Contact column of the table. |
| Agent | Name of the AI agent that initiated the transfer. |
| Provider | The external provider handling this transfer session (for example, smartassist, genesys, five9). |
| Status | Current lifecycle state of the session, shown as a colored badge. Same values as the table. |
| Channel | Communication channel of the originating conversation (for example, chat, voice, email). |
| Provider Session ID | The session identifier assigned by the external provider for this transfer. Use this ID when cross-referencing the session in the provider’s platform, such as Salesforce case records, Five9 call logs, or SmartAssist transcripts. |
| Timestamps | Timestamps indicating when the session was created and last updated. |
| Metadata | A JSON block containing platform-level metadata for the session. |
| Provider Data | A JSON block containing provider-specific data returned by the external platform when the transfer was initiated. Fields vary by provider. |