Transfer to Flow action

Use the Transfer to Flow action in the menu to transfer an interaction to another inbound flow. If the selected flow is removed from the system and no longer exists, and you do not update this transfer action, the flow will fail at this action step. If you select an unpublished flow, Architect sends a warning message. If you select to transfer the flow to the current flow, the flow that contains this action, Architect restarts the flow.

Prerequisites

To successfully execute the call flow, the selected user must have logged into Genesys Cloud at least once.

This action is available in menu choices and task sequences. Menu choices contain common settings such as DTMF and speech recognition. For more information about these additional menu choice settings, see the Suggested content.

Action Description
Name field The label you enter here becomes the name of the transfer node in the flow structure.
Inbound Call Flow From the drop-down list, select the inbound flow to which to transfer the interaction.
Pre-Transfer Audio Optionally configure a prompt to play before transferring the interaction.
Failed Transfer Audio Optionally configure a prompt to play if the transfer action detects a failure.
Failure outputs

These outputs allow the flow author to map the results of any resulting errorType and errorMessage. 

  • errorType: A non-empty string that contains the type or category of the error.
  • errorMessage: A non-localized failure message. The string may be empty or NOT_SET.

Note: Click the arrow next to Failure Outputs to expand or collapse the list of variables.

Define success and failure paths

Note: For transfer actions included in secure flows, Genesys Cloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore, Genesys Cloud uses blind transfers. For more information, see Recommendation for the <transfer> element. This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.

Name Description
Success

An executed Success path indicates that no errors were encountered during the process. It is not a measure of whether the data received was the intended result or functionality.[/bs_well]

Failure

This path indicates that there was an error executing the action or there was a problem processing the results from a bridge or data action. Specify the action if Architect is not able to transfer the call. For example, a play audio action to indicate that the action wasn’t successful, a transfer action to send the caller to an agent or representative for assistance. 

Note: If the network experiences connectivity issues, the action automatically takes this failure path.