Overview: Transfer workflow module (Console)

Console > Workflows > Workflow modules > Overview: Transfer workflow module (Console)

This article explains the function and implementation process of using the Transfer module when building Workflows in Console. 

In this article

Overview

Use the Transfer workflow module to move the interaction to a destination outside of the active workflow session, like another workflow, person, or queue. 

This module also terminates the workflow session, like the End module and Create Interaction module do. So, when a workflow branch reaches a point where Hammond can no longer assist, use this module to have Hammond move the interaction to another place outside of the workflow and to terminate the session.

Common use cases for the Transfer module

Below are some common use cases for using the Transfer Module:

How it works

This module enables Hammond to send all the data collected within a workflow session to another specific destination based on the interaction’s communication type (i.e. call, web chat, SMS, etc.), while also terminating the current session. 

Here’s an example. A vendor calls into the main phone number of a company, and he desires to speak to a member of the billing team. Upon calling into the company, he is greeted with Hammond saying something like, “Thanks for calling our amazing team. If you are looking to reach one of our team members, dial your party’s extension at this time. Otherwise, how else can I help you?” This is done with a Say+Intent module.

At that time, the vendor can say something like “I’d prefer to speak to the billing department.” Instantly, Hammond recognizes “billing” as an intent for the billing branch of the workflow, and the next steps of this branch go to the Transfer module.  So, Hammond proceeds to it. 

He defines that the interaction is a phone call, and this module is configured to route calls directly to the billing department’s ring group, so he executes the Transfer action and terminates this workflow session.

This is just one, simple use case for using Transfer.

Visual breakdown

Exterior structure

This is the exterior of Transfer. All modules share this same structure. 

However, notice that this module does not have any exit ports because this module marks the final point of a workflow branch.

Read the Overview: Workflow module structure in Workflows article to take a deeper dive into each of these components.

Interior structure

Below is the deep dive explanation for each interior area of the Transfer module. The customization workspace for this module is broken down into two types of communications: Phone and Messaging. 

Phone channel

Below is the interior structure of the Transfer module for calls routing through a workflow.

Messaging channel