​

Agent Transfer

​

Overview

​

When to use

• User needs specialized assistance
• Query type changes
• Escalation required
• Different language support
• Skill-based routing

​

Configuration

​

Transfer Types

• Voice to Chat - Transfer from voice agent to chat agent
• Chat to Voice - Transfer from chat agent to voice agent
• Agent to Agent - Transfer between different specialized agents
• Human Handoff - Transfer to human representative

​

Parameters

• Target Agent Type - Type of agent to transfer to
• Reason - Transfer reason
• Context - Conversation context to preserve
• User Consent - Confirm transfer with user
• Seamless Handoff - Maintain conversation continuity

​

Implementation

{
  "function": "agent_transfer",
  "parameters": {
    "target_agent_type": "technical_support",
    "transfer_reason": "complex_technical_issue",
    "context": {
      "user_id": "12345",
      "conversation_history": true,
      "current_issue": "API integration problem",
      "previous_attempts": 2
    },
    "user_consent": true,
    "seamless_handoff": true
  }
}

​

Transfer Scenarios

​

Skill-Based Routing

• Technical support issues
• Sales inquiries
• Billing questions
• General inquiries

​

Language Support

• Different language agents
• Regional specialists
• Cultural considerations

​

Complexity Escalation

• Simple to complex queries
• Standard to premium support
• Automated to human assistance

​

Best Practices

• Explain transfer reason to user
• Get user consent when possible
• Preserve conversation context
• Choose appropriate target agent
• Ensure seamless experience

​

Transfer Complete