This node is used to explicitly transfer control from an existing contact flow to a live agent based on a defined trigger.

To configure this node, set up the following:

General Settings

Click the General Settings icon and provide the following information:

1. A Custom Name to identify the node.
2. Your Message to User: The message that will be played to the customer via the IVR. Select one of the following options from under Choose your message type:
   1. Text to speech: This option allows you to transcribe text to speech. Type the text to be transcribed in the textbox or select an already configured message.
      • Create a new prompt message to be played out for the Text to Speech message type by clicking + Create New. Enter a name for your message, type its contents and select the language.
      • Define multiple message types for the prompt message to be played to the customer by clicking + Add Another. In this case, one message will be randomly selected and played during runtime.
        
        
   2. Audio File: You can type a new message to be played to the customer in the text field or click + Upload New to upload an audio file (.mp3 or .wav format) with the message to be played;
      
      
   3. Link: Click + Create New to add the text of the message you want to play to the customer and insert the URL of an audio file in .mp3 or .wav format. Click + Add Another to add another message URL.
      

Transfer to Agents

In the Transfer to Agents section, configure the following:

1. Select the required Skills from the list. This way, you can define the routing logic that directs the customer to a specific agent with the skill(s);
2. Select  “No, I want to override with adding specific Agents or Agent Groups” to route the transfer to a specific agent or agent group by overriding the existing skills. Select an Agent or Agent Group from the dropdown list.
   

Waiting Experience

Click the Waiting Experience icon to configure the customer’s Waiting Experience for the current Agent Transfer flow as follows:

1. Choose whether to use the Default Waiting Experience or override it. Clicking Override will activate the field and allow you to choose available options from a dropdown list;
   
2. Enable AgentAssist by turning on the On Start toggle under AgentAssist Settings. You can configure the following:
   1. Select the Bot that should run when AgentAssist triggers;
   2. Select the Automation that should be used when the bot runs.
      
      

In Queue Flow

In Queue Flow: This flow type can be attached to the Agent Transfer node.

• It modifies the Agent Transfer node in the Experience Flows to enable users to select a flow.
• This flow type runs simultaneously with Waiting Experiences.
• This flow executes whenever the associated interaction enters a queue, including transfers into a queue.
• This flow does not trigger during transfers between agents.
  

The end result of this flow type is always an agent transfer.