Transfers


Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

Prerequisites

  • AnalyticsQueue Observation > View permission

The client supports two types of transfers: a blind transfer (all interaction types) and a consult transfer (call interactions). A blind transfer allows you to transfer an interaction immediately to a person or queue. A consult transfer allows you to connect with a person or queue before transferring a call. For more information about how transfers behave in Genesys Cloud, see Transfer a call and Transfer a call without speaking to the intended recipient.

If you try to transfer an interaction but the receiving agent is not assigned the permission to accept that media type, then the client tells you that you cannot transfer the interaction. In the following example, Agent Amy cannot transfer a chat interaction to Mack Agent because Mack Agent is missing the permission to accept chat interactions. For more information, see ACD routing permissions change

Cannot transfer media type to agent message

Other transfer functionality is specific to Genesys Cloud Embeddable Framework, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

The following content applies to Genesys Cloud Embeddable Framekwork.

A person can be in your Genesys Cloud organization or your third-party system. You can search for a person in your system before transferring an interaction if the following conditions are true: 

  • The integration is configured to search your system. 
  • Your system lists at least one phone number for this person.

Administrators can configure the integration to transfer additional content with an interaction. For more information, see addTransferContext in the Developer Center.

For more information, see Blind transfer an interaction, Consult transfer a call, and Call controls.

The following content applies to Genesys Cloud for Salesforce.

A person can be in your Genesys Cloud organization or your Salesforce organization. You can search for a person in your Salesforce organization before transferring an interaction if the following conditions are true: 

  • The integration is configured to search Salesforce.

    For more information, see Configure search in Salesforce.

  • Salesforce lists at least one phone number for this person.

In Salesforce apps with console navigation, you can also transfer a workspace with an interaction.

For more information, see Blind transfer an interaction, Consult transfer a call, Workspace transfers, and Call controls.

The following content applies to Genesys Cloud for Zendesk.

A person can be in your Genesys Cloud organization or your Zendesk organization. You can search for a user in your Zendesk organization before transferring an interaction if the following conditions are true: 

  • The integration is configured to search Zendesk.

    For more information, see Configure search in Zendesk.

  • You have permission to access users in Zendesk.
  • Zendesk lists phone numbers for users.

For more information, see Blind transfer an interaction, Consult transfer a call, and Call controls.

For more information about the integrations, see About the Genesys Cloud browser extensionsAbout Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.