📞Transfer Call

The "Transfer Call" function in Dapta allows you to transfer phone calls flexibly and in a personalized manner, either to predefined numbers or based on dynamic conditions according to the context of the conversation. You can choose between cold transfers (without context) or warm transfers (with a previous summary), and configure how the phone number is displayed to the agent receiving the call. This function is ideal for efficiently directing users to the appropriate resource, whether it's a human agent, support, sales, or any other department, ensuring a seamless experience tailored to their needs.

Step-by-Step Guide

Step 1: Select your Agent

• Navigate to the list of agents and select the agent to which you want to add the call transfer instruction.

Step 2: Access the Configuration

• Once inside the agent, go to the Settings tab.

• Within Settings, click on Agent Actions to access the available actions for your agent.

Step 3: Add the Call Transfer Function

• A menu with available options will appear. Click on Add and then select Transfer Call from the list of options.

Paso 4: Configura tu Instrucción

• Assign a descriptive name to your function in the "Name" field and write the specific instruction about when to use this function. According to the example, the instructions could be: "When the user is angry or requests a human agent, transfer the call to a human.”

Paso 5: Define la función

• "Predefined Number": Enter the phone number to which the call will be transferred.

• "Dynamic Transfer": Select this option to provide instructions to the AI on how to dynamically transfer the call. In the example, the instructions are: "If the user wants to reach support, transfer to [number_1]; if the user wants to reach sales, transfer to [number_2].

Paso 6: Tipo de Transferencia

Select the type of transfer you want to perform:

• "Cold Transfer": Transfers the call to the next agent without providing a previous summary.

• "Warm Transfer": Provides a summary of the situation to the next agent before transferring the call.

Paso 7: Displayed Phone Number

Choose how the phone number will be displayed to the agent receiving the transferred call:

• "Agent's Number": Displays the number of the agent transferring the call.

• "Transferee's Number": If you use custom telephony, enable SIP REFER and PSTN transfer. Keep in mind that you must configure the following in your telephony provider in order to make it work, because this option is internally simply the transfer via SIP REFER, and some telephony providers have the ability to set the caller ID for SIP REFER.