Transfer to User action

AI-generated summary

Genesys Cloud's Transfer to User functionality enables direct interaction routing to specific users while managing complex transfer scenarios and error handling. The system requires users to have logged in at least once and offers customizable configuration options including node naming, user selection, voicemail settings, and timeout parameters. Transfer actions can be configured with pre-transfer and failed transfer audio prompts, along with specific communication settings for bot flows. The platform handles technical aspects through defined timeout hierarchies, where organization settings take precedence over action timeouts, and provides detailed error reporting through errorType and errorMessage variables. Workitem flows require specific handling with the Disconnect Workitem action before assignee updates. Error management is structured around five primary errorType values: ActionInvocationLimitExceeded, GeneralError, InvalidUser, InvalidWorkitem, and WorkitemUpdateLimitHit. The system implements automatic safety measures for secure flows, including blind transfers and automatic disconnection protocols. Network issues trigger failure paths automatically, and administrators can configure alternative actions such as audio messages or agent redirections when transfers fail. Key limitations include voicemail and timeout restrictions in workitem, voice bot, and digital bot flows, system failures for removed users, and the requirement to republish when modifying timeout settings. The platform enforces workitem update limits at minute, daily, and organizational levels.

Use the Transfer to User action in the menu to transfer an interaction directly to a Genesys Cloud user. If the selected user is removed from the system or no longer exists, and you do not update this transfer action, the flow will fail at this action step.

PrerequisitesClick to expand

This action is available in menu choices and task sequences. Menu choices contain common settings such as DTMF and speech recognition.

Note: In workitem flows, if an agent is assigned to and actively working on a workitem, you must use the action before the action to change the workitem’s assignee.

Action	Description
Name field	The label you enter here becomes the name of the transfer node in the flow structure.
User	From the list, select the user to which to transfer the interaction.
Allow rollover to voicemail	Select True to allow an unanswered interaction to transfer to the user’s voicemail. However, if the specified user does not have voicemail configured and the call is unanswered, the action takes the Failure path and sets the failure outputs if they are bound to a variable. Select False if you do not want unanswered interactions to transfer to the user’s voicemail. In this case, unanswered calls take the action’s Failure path, and sets the failure outputs if they are bound to a variable. Notes: This field is not available in workitem flows, voice bot flows, and digital bot flows. You can also enter NOT_SET. In this case, the action behaves as though the setting is true and transfers unanswered interactions to the user’s voicemail. Or, if the user’s voicemail is not configured, the action takes the Failure path.
Connect Timeout	Click to change the default timeout, in seconds or milliseconds. Use the + or – buttons, or manually enter the desired value. Notes: This field is not available in workitem flows, voice bot flows, and digital bot flows. If no value is specified or if this value is not overridden, the system uses the timeout configured for the target user voicemail. If the timeout configured in the organization’s settings is less than the action’s Connect Timeout, then the flow uses the organization’s timeout settings timeout. If you modify this setting, republish existing flows. This step ensures that existing flows follow the configured failure path for unsuccessful transfers.
Pre-Transfer Audio	Optionally configure a prompt to play before transferring the interaction. Note: This field is not available in workitem flows, voice bot flows, and digital bot flows.
Failed Transfer Audio	Optionally configure a prompt to play if the transfer action if the transfer action detects a failure. Note: This field is not available in workitem flows, voice bot flows, and digital bot flows.
Pre-Transfer Communication	(Optional) The wording that the bot plays before it transfers the interaction. Note: This field is available only in voice bot flows and digital bot flows.
Failed Transfer Communication	(Optional) The wording that the bot plays when the transfer action detects a failure. Note: This field is available only in voice bot flows and digital bot flows.
Failure outputs	These outputs allow the flow author to map the results of any resulting `errorType` and `errorMessage` variables when the Transfer to User action takes the failure path. errorType: A non-empty string that contains the type or category of the error. errorMessage: A non-localized failure message. The string can be empty or NOT_SET. Notes: Click the arrow next to Failure Outputs to expand or collapse the list of variables. Hover over the information icon next to errorType to display the list of allowable `errorType` values. Genesys Cloud checks failure path scenarios and if none of them are met, Genesys Cloud transfers the workitem to the specified user. You can use the following errorType values: ActionInvocationLimitExceeded: If a flow has successfully run the Transfer to User action more times than the flow action limit, any subsequent invocations of the action take the failure path. GeneralError: If there is a general error when transferring to a user, the Transfer to User action takes the failure path. InvalidUser: If the user expression resolves to NOT_SET, the Transfer to User action takes the failure path. InvalidWorkitem: If the transfer operation cannot be performed on the workitem, for example, because the workitem is not found or there is a conflict for the transfer operation, the Transfer to User action takes the failure path. WorkitemUpdateLimitHit: If any of the limits on the maximum number of updates that can be made to a workitem per minute or the maximum number of updates that can be made to an individual workitem per day or the maximum number of workitems that an organization can update per day has been exceeded, the Transfer to User action takes the failure path.

Define success and failure paths

Note: For transfer actions included in secure flows, Genesys Cloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore, Genesys Cloud uses blind transfers. For more information, see . This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.

Name	Description
Success	An executed Success path indicates that no errors were encountered during the process. It is not a measure of whether the data received was the intended result or functionality.
Failure	This path indicates that there was an error executing the action or there was a problem processing the results from a data action. Specify the action if Architect is not able to transfer the call or if Allow rollover to voicemail is set to False. For example, a play audio action to indicate that the action wasn’t successful, a transfer action to send the caller to an agent or representative for assistance. Note: If the network experiences connectivity issues, the action automatically takes this failure path.

Name

Description

Success

An executed Success path indicates that no errors were encountered during the process. It is not a measure of whether the data received was the intended result or functionality.

Failure

This path indicates that there was an error executing the action or there was a problem processing the results from a data action. Specify the action if Architect is not able to transfer the call or if Allow rollover to voicemail is set to False. For example, a play audio action to indicate that the action wasn’t successful, a transfer action to send the caller to an agent or representative for assistance.

Note: If the network experiences connectivity issues, the action automatically takes this failure path.

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Transfer to User action

Define success and failure paths

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