Transferring your customer to an agent in Sinch Engage Classic

As your chatbot cannot answer just any question, being able to transfer your customer to an agent is a key component of good conversation design. On Engage, implement this by using the Transfer to agent step.

To add a Transfer to agent step:

1. From your block, add a Transfer to agent step.

2. From the Agent skill options, select a skill to ensure the conversation is assigned to an agent with the right competence. For this example, we have defined a language English skill.

3. Configure destinations when transfer to agent was:

• successful: when it connects to an open offloading.
• failed: when it connects to the offloading being closed.
• disabled: when it connects to the offloading being deactivated.

For optimal user experience, consider providing a message upon successful agent transfer, such as 'An agent will assist you shortly.' In the event of a failed transfer, communicate the reason for agent unavailability and suggest alternative contact times. Likewise, if agent transfers are deactivated, inform customers why agents may not be available and offer alternative means to get in touch.