How to transfer a call to a Live Agent for a specific Intent?
To transfer a call to a Live Agent for a specific Intent:
Create an Intent with the Type Agent Transfer for a VA.
Add the required Training Phrases for the Intent and Train them.
Go to X‑Designer and create a new flow for the above mentioned VA -Intent combination.
In the Flow, add a Response element at the point from where you want to transfer the conversation to a live agent.
In the Response element, configure the following details:
Enter a Response Name.
Add a Response Text in Rich UI and Voice.
Select the Response Language.
Set the Call Completion Mode to Agent Transfer.
In Swagger, execute Update Call Transfer Intent Configuration API to update SIP URL, Phone number and Skill group for the Intent-Language combination.
Note
You can also trigger any Intent with the type General and ask for agent transfer.
For example, when the end user says “I want to raise my credit limit”. You can transfer the call to an Agent by creating a Response element in the flow and set the Call Completion Mode to Agent Transfer.