Post-session transfers

You can configure Contact Center AI Platform (CCAI Platform) to transfer call or chat sessions to a virtual agent when the session is ended by the agent or the end-user. You can configure your virtual agent to do post-session tasks like surveys or order status inquiries.

You must have a virtual agent configured for any channel that you configure for post-session transfers.

Post-session transfers are available for web SDK V3. They're not available for the mobile SDKs.

Enable post-session transfers for chats globally

To enable post-session transfers for chats globally, follow these steps:

  1. In the CCAI Platform portal, click Settings > Chat. If you don't see the Settings menu, click Menu.

  2. Go to the Post-session Transfers pane, and then click the toggle to the on position.

  3. For Chat Type, select the type of chat to transfer to a virtual agent.

  4. In the Virtual Agent Name field, click a virtual agent to receive the post-session transfer.

  5. To add data parameters, do the following:

    1. Click the Data Parameters toggle to the on position.

    2. Click Add Parameter. The Add Parameter dialog appears.

    3. Fill in the fields according to the instructions in Pass data parameters to Virtual Agents and Virtual Task Assistants , and then click Save.

    4. To add more data parameters, repeat these steps.

  6. For Data Records, use the checkboxes to determine whether the data parameters are added to the session metadata file, to CRM records, or both.

  7. Optional: Select the Ask consumer to opt-in before the transfer checkbox to let the end-user opt in or out of the session transfer.

  8. Click Save.

Enable post-session transfers for calls globally

To enable post-session transfers for calls globally, follow these steps:

  1. In the CCAI Platform portal, click Settings > Call. If you don't see the Settings menu, click Menu.

  2. Go to the Post-session Transfers pane, and then click the toggle to the on position.

  3. For the Call Type, select the type of call to transfer to a virtual agent.

  4. In the Virtual Agent Name field, click a virtual agent to receive the post-session transfer.

  5. To add data parameters, do the following:

    1. Click the Data Parameters toggle to the on position.

    2. Click Add Parameter. The Add Parameter dialog appears.

    3. Fill in the fields according to the instructions in Pass data parameters to Virtual Agents and Virtual Task Assistants, and then click Save.

    4. Repeat to add any additional parameters.

  6. For Data Records, use the checkboxes to determine whether the data parameters are added to the session metadata file, to CRM records, or both.

  7. Click Save.

Enable post-session transfers for chats at the queue level

Post session transfers are only available for chat sessions at the queue level.

To enable post-session transfers for chats at the queue level, follow these steps:

  1. In the CCAI Platform portal, click Settings > Queue. If you don't see the Settings menu, click Menu.

  2. In the Web pane, click Edit / View.

  3. Click the queue that you want to edit.

  4. In the Settings pane, go to Post-session Transfer, and then click Configure.

  5. Click the Chat Routing toggle to the on position.

  6. In the Virtual Agent Name field, click a virtual agent to receive the post-session transfer.

  7. To add data parameters, do the following:

    1. Click the Data Parameters toggle to the on position.

    2. Click Add Parameter. The Add Parameter dialog appears.

    3. Fill in the fields according to the instructions in Pass data parameters to Virtual Agents and Virtual Task Assistants, and then click Save.

    4. Repeat to add any additional parameters.

  8. For Data Records, use the checkboxes to determine whether the data parameters are added to the session metadata file, to CRM records, or both.

  9. Optional: Select the Ask consumer to opt-in before the transfer checkbox to let the end-user opt in or out of the session transfer.

  10. Click Save.