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Conversation flow

Transfer agent nodes

Bridge Transfer and Cancel Transfer nodes, used in a conversation flow that runs as the transfer agent of an agentic warm transfer.

An agentic warm transfer hands the destination leg to a transfer agent while the caller waits on hold (see Transfer call). When the transfer agent is a conversation flow, it finishes with one of two nodes:

Node list label type Effect
Bridge Transfer bridge_transfer "Connect the waiting caller." The caller and destination are connected
Cancel Transfer cancel_transfer "Return the caller to the agent." The destination leg is removed and the original agent continues

Build a transfer agent flow#

  1. Create a conversation flow agent and turn on Transfer agent under Agent Settings.
  2. Start with a conversation node that briefs the destination. The variables original_transcript, original_call_id, transfer_destination and caller_number are available, for example "Tell them a caller is waiting about: {{original_transcript}}. Ask if they can take the call now."
  3. Add a Bridge Transfer node and a Cancel Transfer node.
  4. Connect prompt transitions: "They agree to take the call" to Bridge Transfer, "They cannot take the call" to Cancel Transfer.
  5. In the original agent's Call Transfer function or node, choose Agentic warm and pick this agent.

How the nodes run#

  1. The node's instruction is spoken to the destination. New nodes start with static sentences: "Connecting you now." (bridge) and "No problem, I'll let them know." (cancel).
  2. After the speech plays out, the node signals the original agent's worker.
  3. The transfer agent's leg ends with transfer_bridged or transfer_cancelled.

If the flow reaches neither node before the transfer's Timeout, the original agent applies On timeout.

Fields#

Field Type Description
type "bridge_transfer" or "cancel_transfer"
instruction {type, text} Optional

Neither node has outgoing transitions.

Transfer agent toolsThe function versions for single and multi-prompt transfer agents.Call transfer nodeStart a transfer from a flow.