Human Call Transfer Action in Synthflow AI

The Human Call Transfer action in Synthflow AI enables your AI assistant to seamlessly transfer a call to a human agent. This feature is valuable when the user requests to speak to a real person or when the situation requires human intervention, such as for managerial escalations or more complex inquiries.

Key Settings for Call Transfer

1. Phone Number to Call

• Specify the phone number that the assistant will transfer the call to. This can be a direct line or an extension within your organization. There is a validation button to confirm that the number is valid.

2. When Should the Transfer Take Place?

• This section defines the condition for the transfer. For example, you can set it to transfer when the user requests to speak to a manager or human agent.

3. Background Music

• Optionally enable background music during the transfer process to ensure a smooth and professional experience for the user while waiting for the transfer to be completed.

Transfer Modes

• Blind transfer (cold): transfer the call immediately without saying anything to the human agent.
• Warm transfer (with a message): play a short pre-written message to the human agent before the call is transferred.
• Warm transfer (with a contextual summary): summarises the call between the customer and the Synthflow agent before the human agent receives the transfer.

Advanced Settings

In the Advanced Settings section, you can fine-tune the behavior of the call transfer action:

• Extension: If transferring within a phone system, specify the extension to which the call should be transferred.
• Timeout: how long (in seconds) to wait for the human agent to pick up. If the human agent does not pick up in that time, the transfer is considered failed.
• Pre-message pause: set a pause before the message is played to the human agent.
• Post-message pause: set a pause after the messsage is played to the human agent.

Record the call

By default, the recording stops once the call is transferred. If you want to continue recording the call, set the stop_recording_after_transfer parameter to false.

$
curl --location --request PUT 'https://api.synthflow.ai/v2/actions/<action_id>' \ 
>
--header 'Authorization: Bearer <api_key> \ 
>
--header 'Content-Type: application/json' \ 
>
--data '{ "LIVE_TRANSFER": { "stop_recording_after_transfer": false 
>
} 
>
}'