Skip to main content

​
Overview

The Call Transfer feature allows you to seamlessly route calls to human agents in your system. Configure different strategies to control how calls are distributed among your team members, ensuring optimal coverage and workload balance. Call Transfer Configuration

​
Key Concepts

​
Transfer Configuration

  • Enabled/Disabled: Toggle to activate or deactivate call transfers for your process
  • Strategy: The method used to select which agent receives the call
  • Agents: List of agents available to receive transferred calls

​
Agent Configuration

Each agent in your transfer pool has:
  • Agent ID: Unique identifier for the agent
  • Phone Number: Contact number where the agent will receive the call
  • Attributes (Optional): Custom key-value pairs for additional metadata
  • Action (Optional): A webhook or action to execute when transferring to this agent

​
Transfer Strategies

​
1. First Match

How it works: Tries agents in order based on their position in the list and availability. Use case: Priority-based routing where certain agents should be tried first. Example:
  • Call 1 → Agent A
  • Call 2 → Agent B (Agent A is busy)
  • Call 3 → Agent C (Agent A and B are busy)

​
2. Round Robin

How it works: Distributes calls evenly across all agents in a rotating pattern. Use case: Ensure fair distribution of calls among team members. Example:
  • Call 1 → Agent A
  • Call 2 → Agent B
  • Call 3 → Agent C
  • Call 4 → Agent A (cycle repeats)
Note: The system remembers the last agent used and continues from there.

​
3. Random

How it works: Randomly selects an available agent for each call. Use case: Simple, unpredictable distribution without any pattern. Example:
  • Call 1 → Agent B
  • Call 2 → Agent A
  • Call 3 → Agent C
  • Call 4 → Agent B

​
4. Custom

How it works: Uses variable names to dynamically determine agent details at runtime based on lead metadata. Use case: When agent ID or phone number is stored in lead metadata. How to configure:
  • Agent ID: Enter a variable name like assigned_agent (ensure it exists in lead metadata)
  • Phone: Enter a variable name like agent_phone (ensure it exists in lead metadata)
How it resolves:
  • The system looks for these variable names in the lead metadata
  • If found, uses the value from the lead metadata
  • If not found, uses the variable name itself as the actual value
Example: 
Agent ID: assigned_agent_id
Phone: agent_contact

In the lead metadata:
- assigned_agent_id = "john_doe"
- agent_contact = "+919876543210"

Result: Call transfers to john_doe at +919876543210

​
Agent Locking (Availability)

The system automatically checks if an agent is available before transferring:
  • Available: Call is transferred to this agent
  • Busy/Locked: System tries the next agent in the strategy
  • All Busy: System transfers to the selected agent anyway (they may have call waiting)
This prevents multiple calls from being transferred to the same agent simultaneously.

​
Setting Up Call Transfer

​
Step 1: Enable Transfer

Toggle the Enabled switch to activate call transfers for your process.

​
Step 2: Choose Strategy

Select from:
  • first_match - Priority-based routing
  • round_robin - Even distribution
  • random - Random selection
  • custom - Dynamic selection from lead metadata

​
Step 3: Add Agents

Click “Add Agent” and configure: For Standard Strategies (first_match, round_robin, random):
  • Agent ID: e.g., agent_001, john_doe
  • Phone: e.g., 9876543210 (auto-formatted to +91 9876543210)
For Custom Strategy:
  • Agent ID: Variable name (e.g., assigned_agent) or fixed ID
  • Phone: Variable name (e.g., agent_phone) or fixed number

​
Step 4: Add Attributes (Optional)

Add custom key-value pairs for reporting or conditions:
  • Example: department: sales, language: hindi, skill: expert

​
Step 5: Configure Actions (Optional)

Set up webhooks to trigger when transferring to an agent:
  • Action Type: webhook_call
  • URL: Your webhook endpoint
  • Method: GET, POST, etc.
  • Headers: Authentication or custom headers
  • Body: Request payload

​
Phone Number Formatting

​
Standard Strategies

Phone numbers are automatically formatted:
  • Input: 9876543210
  • Saved as: +91 9876543210

​
Custom Strategy

No automatic formatting - values saved exactly as entered:
  • Allows variable names like agent_phone
  • Or fixed numbers like +919876543210

​
Common Scenarios

​
Scenario 1: Sales Team Distribution

Strategy: Round Robin
Goal: Distribute calls evenly among 5 sales reps 
Strategy: round_robin
Agents:
  - sales_rep_1 | +919876543210
  - sales_rep_2 | +919876543211
  - sales_rep_3 | +919876543212
  - sales_rep_4 | +919876543213
  - sales_rep_5 | +919876543214

​
Scenario 2: Priority Support

Strategy: First Match
Goal: Try senior agent first, then juniors 
Strategy: first_match
Agents:
  - senior_support | +919876543210
  - junior_support_1 | +919876543211
  - junior_support_2 | +919876543212

​
Scenario 3: Dynamic Assignment

Strategy: Custom
Goal: Transfer to agent assigned in lead metadata 
Strategy: custom
Agents:
  - assigned_agent_id | agent_phone_number

(These variables are set in the lead metadata)

​
Agent Actions (Webhooks)

When a call is transferred, you can trigger a webhook to:
  • Notify your CRM system
  • Log the transfer event
  • Update agent status
  • Send notifications
Configuration:
  • url: Webhook endpoint URL
  • method: HTTP method (GET, POST, PUT, etc.)
  • headers: Custom headers (e.g., authentication)
  • body: Request payload
Context Provided: The webhook receives:
  • processId: Current process ID
  • projectId: Project ID
  • agentId: Selected agent ID
  • agentPhone: Agent phone number
  • callSid: Call identifier

​
Troubleshooting

​
Transfer Not Working

✓ Check if transfer is Enabled
✓ Verify at least one agent is configured
✓ Confirm phone numbers are valid
✓ Check system logs for errors

​
Custom Strategy Not Resolving

✓ Verify variable names match your lead metadata
✓ Check that variables are set before transfer is triggered
✓ Ensure variable values are valid when resolved

​
All Agents Busy

The system will transfer anyway - the agent may have call waiting or voicemail configured.

​
Webhook Not Firing

✓ Verify webhook URL is accessible
✓ Check authentication headers
✓ Review webhook endpoint logs
✓ Ensure action is properly configured on the agent

​
Best Practices

  1. Start Simple: Begin with first_match or round_robin before using custom
  2. Test Thoroughly: Verify transfers work in test environment
  3. Use Meaningful IDs: Name agents clearly (e.g., support_team_lead)
  4. Document Variables: For custom strategy, document what variables are used
  5. Monitor Performance: Track which agents receive the most calls
  6. Keep Numbers Updated: Regularly verify agent phone numbers are current

​
Summary

Choose the right strategy for your needs:
  • First Match: Priority-based routing
  • Round Robin: Fair, even distribution
  • Random: Simple, unpredictable distribution
  • Custom: Dynamic routing based on lead metadata
All strategies include automatic agent availability checking to prevent overloading agents with simultaneous calls.