> ## Documentation Index > Fetch the complete documentation index at: https://koreai.mintlify.site/llms.txt > Use this file to discover all available pages before exploring further. # Transfer Sessions Transfer Sessions is a monitoring and control page for live handoffs from an AI agent to a human agent on an external contact center platform. Navigate to **Operate** > **Transfer Sessions** from the project sidebar. When an AI agent cannot resolve a conversation and escalates it to a human representative, the platform initiates a transfer session with the configured external provider, such as Kore SmartAssist, Salesforce, ServiceNow, Five9, or Genesys. Each active or recently completed handoff appears as a row in the Transfer Sessions table. It allows administrators and operators to monitor the status of transferred sessions. The platform polls agent-transfer sessions every 30 seconds to keep transfer states up-to-date. Use the **Refresh** button to force an immediate update. ## 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 If no integration is configured, the Transfer Sessions table will remain empty even when agents trigger escalation actions. To configure the integration, go to **Project Settings** > **Agent Transfer** and set up a connection. ## 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 a `HANDOFF` 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. | | email | 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: 1. Navigate to **Settings** > **Agent Transfer** > **Session Lifecycle**. 2. TTL values are configured in minutes. For example, `2` indicates 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. | **Session Status Values** | 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:::`. 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. | ## Transfer Session Actions **End** - Marks the conversation as closed, ends the transfer session, and notifies the remote agent application. **Refresh** - Forces an immediate poll of transfer sessions, bypassing the 30-second automatic refresh interval.