GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Outgoing Setup

In SmartAssist, you can configure this setting to define where the user needs to be transferred to in case of voice or chat agent transfer. With the outgoing configuration, you can perform the following:

  • Outgoing Voice Agent Transfer
  • Outgoing Chat Agent Transfer

Outgoing Voice Agent Transfer

To configure outgoing voice agent transfer, follow the below steps:

  1. On the left pane, click Settings.
  2. On the Settings page, by default, the Incoming Setup tab is selected. Click Outgoing Setup.
  3. Under the Outgoing Voice Agent Transfer section, you can select Call Number or SIP Transfer.
    1. Click Call Number.
      1. On the Call Number to Voice Agent window, enter the phone number in the Transfer to Phone Number field.
      2. Click Done.
    2. Click SIP Transfer.
      1. On the SIP Transfer Settings window, by default, the Configuration tab is selected. Enter the SIP Transfer URI.
      2. Under the SIP Header Settings section, under Additional Context, you can select:
        1. Intent
        2. Chat URL
      3. Click + Add Header to add a header.
      4. You can also enable the User to User Interface option. By default, it is disabled.
      5. Click the Instructions tab and follow the instructions.
      6. Click Done.

Outgoing Chat Agent Transfer

To configure outgoing chat agent transfer, follow the below steps:

  1. On the left pane, click Settings.
  2. On the Settings page, by default, the Incoming Setup tab is selected. Click Outgoing Setup.
  3. Under the Outgoing Chat Agent Transfer section, you can find the below options:
    • ServiceNow
    • Salesforce
    • Unblu
    • Liveperson
    • Nice inContact
    • Intercom
    • HelpShift
    • Genesys
    • Drift
    • Custom
  4. Click any of the above options. For example, ServiceNow.
  5. On the ServiceNow window, the Configuration tab is selected by default.
  6. Enter the Host (URL), Username, Password, Queue ID, and Webhook URL in the respective fields.
  7. Click the Instructions tab and follow the instructions.
  8. Click Done.
  9. Perform the same for all the other options.

Outgoing Setup

In SmartAssist, you can configure this setting to define where the user needs to be transferred to in case of voice or chat agent transfer. With the outgoing configuration, you can perform the following:

  • Outgoing Voice Agent Transfer
  • Outgoing Chat Agent Transfer

Outgoing Voice Agent Transfer

To configure outgoing voice agent transfer, follow the below steps:

  1. On the left pane, click Settings.
  2. On the Settings page, by default, the Incoming Setup tab is selected. Click Outgoing Setup.
  3. Under the Outgoing Voice Agent Transfer section, you can select Call Number or SIP Transfer.
    1. Click Call Number.
      1. On the Call Number to Voice Agent window, enter the phone number in the Transfer to Phone Number field.
      2. Click Done.
    2. Click SIP Transfer.
      1. On the SIP Transfer Settings window, by default, the Configuration tab is selected. Enter the SIP Transfer URI.
      2. Under the SIP Header Settings section, under Additional Context, you can select:
        1. Intent
        2. Chat URL
      3. Click + Add Header to add a header.
      4. You can also enable the User to User Interface option. By default, it is disabled.
      5. Click the Instructions tab and follow the instructions.
      6. Click Done.

Outgoing Chat Agent Transfer

To configure outgoing chat agent transfer, follow the below steps:

  1. On the left pane, click Settings.
  2. On the Settings page, by default, the Incoming Setup tab is selected. Click Outgoing Setup.
  3. Under the Outgoing Chat Agent Transfer section, you can find the below options:
    • ServiceNow
    • Salesforce
    • Unblu
    • Liveperson
    • Nice inContact
    • Intercom
    • HelpShift
    • Genesys
    • Drift
    • Custom
  4. Click any of the above options. For example, ServiceNow.
  5. On the ServiceNow window, the Configuration tab is selected by default.
  6. Enter the Host (URL), Username, Password, Queue ID, and Webhook URL in the respective fields.
  7. Click the Instructions tab and follow the instructions.
  8. Click Done.
  9. Perform the same for all the other options.