Transfer call Block

The Transfer Call block allows you to hand over a voice call from the virtual assistant to an external phone number. It manages not only the redirection itself, but also the user experience during the waiting time and the fallback behaviors in case of errors or unavailability.

This block is designed to provide operational flexibility, a customizable experience, and complete handling of common use cases.

Transfer Call Block: Functional Requirements

• Availability: The block is available among the Action blocks and can only be used in voice workflows via phone calls. In all other contexts, it is skipped.

• Destination number:

  • You can configure either a static phone number or a dynamic variable (e.g., {{service_number}}) that will be resolved at runtime.

  • If the number is invalid, or the variable does not contain a valid number, the transfer fails and the fallback path is triggered.

• Waiting experience:

  • You can upload or select a music-on-hold file, which will play while the user waits for the call to be transferred.

  • Music plays until the transfer either succeeds or fails.

  • You can also add a custom waiting message to inform the user that the transfer is in progress.

• Availability rules:

  • You can define time slots and weekdays when the number is available (e.g., Mon–Fri, 09:00–18:00).

  • Requests outside these time slots can be managed with a custom message and an alternative reroute.

  • Availability rules follow the same logic as the Handover block: the system applies the union of all defined time slots.

  • Predefined closure days can be managed through the workspace settings.

• Outcome routing (success / failure):

  • You can configure which intent the flow triggers after a successful transfer and which one to trigger if the transfer fails (e.g., invalid number, unreachable line, no answer, or system error).

  • This lets you build distinct follow-up flows per outcome — for example, log a completed handoff to your CRM on success, or offer a callback when the transfer fails.

  • If no custom outcome intents are set, the block keeps its default behavior (fallback reroute on failure).

• File formats: Only valid and pre-approved formats can be used for background music files.

⚠️ Limitations

• The block is executed only in voice workflows via phone call.

• In text chats or web calls, the block is automatically skipped and the user is informed.

• A transfer can only succeed if the destination number is valid and available at the time of execution.

✅ Best Practice

Always configure a fallback path: if the transfer cannot be completed, make sure the user is redirected to an alternative flow instead of being left with a dropped call.