An agent can transfer an interaction to another person, number, external contact, or queue in one of the following ways:

• Blind transfer: Transfer a call without speaking to the intended recipient.
• Consult transfer: Talk with the intended recipient before transferring a call.

For more information, see Transfer voice interactions and Transfer a digital interaction.

Genesys Cloud provides the following permissions that enable administrators to have granular control over agents’ transfer capabilities during an interaction. Add the necessary permissions to the roles that transfer interactions:

• To allow blind and consult transfers to agents, queues, and external contacts: Conversation > Communication > All
• To allow blind transfers to agents, external contact, and queues; available to all users by default: Conversation > Communication > blindTransfer
• To allow blind transfer to an agent: Conversation > Communication > blindTransferAgent
• To allow blind transfer to an external contact: Conversation > Communication > blindTransferExternalContact
• To allow blind transfer to a queue: Conversation > Communication > blindTransferQueue
• To allow consult transfers to agents, external contact, and queues; available to all users by default: Conversation > Communication > consultTransfer
• To allow only consult transfer to an agent: Conversation > Communication > consultTransferAgent
• To allow consult transfer to an external contact: Conversation > Communication > consultTransferExternalContact
• To allow consult transfer to a queue: Conversation > Communication > consultTransferQueue

As an administrator, you can control the transfer method and destination using these permissions. You can also combine the permissions for more flexibility. For example:

Once the permissions take effect, agents can only see the options for which they have permissions. For example, an agent with only blind transfer permissions cannot see an option to start a consult transfer.