- You can navigate to Destinations by navigating to Routing > Destinations.
- Click Add Transfer Destination.
There are 2 types of destinations:
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Transfer: Ongoing tasks, callback requests, incoming calls etc. can be transferred to different destinations, either external numbers or existing flow. This is useful in scenarios when the agent wants to transfer the customer call to a supervisor(external number) or when the agent has to assign callback requests.
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Flow: You can select the flow to which the existing chats, calls etc. must be transferred.
For example, there is a flow created to route the transferred conversations to different team members based on the time stamps. So, when an agent transfers a conversation at a certain time and assigns it to this destination, the flow associated with this destination will check the time and route the conversation to the correct team/agent. -
External: You can configure the external phone number to which the existing chats, calls etc. must be transferred.
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Flow: You can select the flow to which the existing chats, calls etc. must be transferred.
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Task: You can create a task and assign the incoming chats, incoming calls etc. to an existing flow. This can be helpful in scheduled callbacks where an agent needs to assign a task to themself as a reminder or any other agent/team and to assist the customer as per their request.
Example: A flow is created to route the callback requests to different team members based on the time stamps. So, when an agent creates a scheduled callback task at a certain time and assigns it to this destination, the flow associated with this destination will check the time and route the task to the correct team/agent.
