Admin Experience
By default, in the account the agents do not have flows as an option to blind transfer an interaction, to enable a published incoming interaction flow to be available for agents to use on a blind transfer go to the Admin > Channels > Global settings “Transfer destinations” manage card:
Edit Mode
To add new flows, remove a flow, or update the name displayed to the agent, enter the edit mode.
On edit mode, the admin can update a destination name, which is displayed on the agent’s Blind transfer side panel as a destination option. The destination name can be defined by the Admin, with no restrictions.
When a flow is removed from the transfers’ destinations, it will no longer be available for agents to transfer.
1. Select “Add destination” to add a new destination flow to the list.
2. Search and select the flows (single or multiple) you want to add as transfer destinations. Selected flows will be added to the transfer destinations list.
3. Update the destination name, and save. Any published incoming Studio flow, with or without an assigned number can be used as a transfer destination.
All the updates to the destination transfers will only be active after clicking “save”.
Agent Experience
On an interaction (incoming or outgoing) the agent can initiate a Blind Transfer to flow. In the Blind transfer side panel, the agent can select the flow to transfer the current interaction.
The flow tab will display all “Transfer destinations” configured by the admin on: Admin > Channels > Global settings > Transfer destinations card.
The “Blind Transfer to Flow” feature provides Administrators with the capability to leverage Studio tools to build a custom blind transfer experience to either voice or to digital channels. Routing rules are based on time, data dips or any other data, voicemail or callback options, recurrent customized waiting messages, and more.
This feature enhances flexibility to route contacts across the contact center, providing accurate reporting, without extra costs.