From Voice, we can refer the call to an online agent to continue the service, always maintaining the voice format, that is, we will not refer to the automated telephone conversation to text interaction channels but to other voice channels.
The reasons for transfer can be
- Equal answers
- Preloaded intents that include the built-in derivation plugin.
If the type of connection you implemented is by IP central, we will need the extension number that will receive the derivation. If the connection was made by virtual number, then it would be the telephone number that will receive it. We request these data in the Connection WorkBook when you start the channel creation process and depending on the type of referral, there may be an additional charge.
By default, the message about support hours is only presented at the time of referral and is configured in the Settings --> Transfers Agentbot section. If you want to give prior notice, you can add it to one of the answers.
In turn, you can refer the call to different groups depending on the type of question, creating the corresponding transfer.