Virtual agents can transfer calls to a specific human agent

Virtual agents can transfer calls to a specific human agent

Virtual support agents can transfer calls directly to a specific human agent using the agent ID or agent extension number. Include the agent_extension or agent_id field in the transfer payload to direct the call to the correct agent. Transferring directly to a human agent eliminates the intermediate step of transferring to a queue before transferring to the agent. This can improve wait times and customer satisfaction. For more information, see Virtual agent to human agent transfers.