Transfer a digital interaction
AI-generated summary
Genesys Cloud enables digital interaction transfers through two primary methods: blind transfers and consult transfers, each designed for different operational scenarios and requiring specific permission configurations. Blind transfers allow agents to immediately redirect interactions to another person, number, external contact, or queue without prior communication, while consult transfers—available exclusively for messaging interactions when multi-contextual panels are enabled—permit agents to communicate with recipients before completing the transfer.
Transfer functionality requires a defined permission structure for both initiators and recipients. Agents initiating transfers must possess Analytics Queue Observation, Routing Queue Search, and conversation-related permissions specific to the transfer type and interaction category (email, message, or webmessage). Transfer recipients require the Routing > Agent > Onqueue permission plus interaction-type-specific permissions: Conversation > Email > Accept for email transfers, or Conversation > Message > Accept for message and webmessage interactions. Specific permissions govern individual transfer functions, including blindTransferAgent for agent transfers, blindTransferQueue for queue transfers, and internalMessaging permissions for consultation-based transfers.
The transfer process utilizes dynamic search and filtering capabilities, allowing agents to locate recipients by users, queues, or external contacts through a searchable interface. Transfers to queues execute immediately and close the transfer window, with the interaction immediately departing the agent's Conversations roster. Transfers to individuals remain pending until the recipient accepts or the agent cancels, keeping the transfer window open during this period. The system does not permit transfers to offline users. Upon transfer initiation, agents become immediately available for new interactions, and skill information is automatically removed from the transfer record.
Consult transfer functionality operates through a Digital Conversation panel that opens alongside the original conversation, enabling agents to exchange messages with intended recipients before executing the transfer. This functionality requires multi-contextual panels to be enabled within the organization. Notably, Genesys Cloud does not record digital consultations and does not support typing notifications during the consultation phase. Both transfer methods require recipients to maintain online status and possess the requisite routing and conversation permissions for the specific interaction type being transferred.
The following permissions:
- Analytics > Queue Observation > View
- To perform a transfer to a queue: Routing > Queue > Search
- To perform a blind transfer to another agent: Conversation > Communication > blindTransferAgent
- To perform a blind transfer to a queue: Conversation > Communication > blindTransferQueue
- To perform a digital consultation: Conversation > internalMessaging > Create
- To perform a digital consultation: Conversation > internalMessaging > Setup with user
- To accept a digital consultation: Conversation > internalMessaging > Accept
- To view a digital consultation: Conversation > internalMessaging > View
- To perform a blind transfer, all permissions under: Conversation > Communication
You can transfer a digital interaction to another person or queue in one of two ways:
- Blind transfer: Transfer a digital interaction without chatting to the intended recipient.
- Consult transfer: Chat with the intended recipient before you transfer a digital interaction.Note: Consult transfers are only available for messaging digital interactions.
- From the current conversation, above the Interaction Details, click Transfer .
- Begin to type a name. Genesys Cloud dynamically displays users and queues that match the input.
- To see all results, click All .
- To filter the results by Genesys Cloud users, click Users .
- To filter the results by queues, click Queues .
Note: The All tab shows the sum of the initial results for the Users and Queues tabs. To see all matching results, click the User and Queues tabs and scroll until the total that shows is the same number as the matching results.
- From the results list, click the name of the person or queue to which you want to transfer the interaction.Notes:
- If you transfer the interaction to a person, the transfer window remains open until either the recipient accepts the interaction, or you click Cancel. When the recipient accepts the transfer, the interaction leaves your Conversations roster. When you initiate the transfer, you are immediately available for additional interactions.
- You cannot transfer an interaction to a user who is not online.
- If you transfer the interaction to a person who has the Routing > Agent > Onqueue permission, that person must also have one of the following permissions:
- For email interactions: Conversation > Email > Accept
- For message interactions: Conversation > Message > Accept
- For webmessage interactions:
- Conversation > Message > Accept
- Conversation > Webmessaging > Accept
- If you transfer the interaction to a queue, the transfer window closes and the interaction immediately leaves your Conversations roster.
- The system removes skill information from transfers.
Consult transfer a messaging interaction
Use a consult transfer to chat with the intended recipient before you transfer a digital interaction.
Notes:
- Digital consult is only available if your organization uses multi contextual panels.
- Genesys Cloud does not record digital consultations.
- From the current conversation, above the Interaction Details, click Consult .
- In the Consult window, begin to type a name, and Genesys Cloud dynamically displays users that match the input.
Note: The All tab shows the sum of the initial results. To see all matching results, scroll until the total that appears is the same number as the matching results. - From the results list, click the name of the person to whom you want to transfer or discuss the interaction. The Digital Conversation panel opens to the right of the conversation when the recipient accepts.
- Exchange messages with the intended recipient.Note: Digital consultation does not support typing notification.
- To transfer the interaction to the intended recipient, above the conversation, click Transfer.
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