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Conversation Transfer System Configuration

As a CBO Administrator, you control how conversation transfers work across your organization, set up transfer queues, and ensure your staff can effectively move conversations when needed.

🎛️ System Overview​

The conversation transfer feature allows your staff to:

  • Transfer calls, SMS, webchat, and WhatsApp conversations
  • Use cold transfers (immediate) or warm transfers (collaborative)
  • Transfer to specific agents or to queues/teams
  • Include contextual notes with transfers

⚙️ Initial Setup and Configuration​

Enable Conversation Transfers​

  1. Navigate to Admin Panel → Features
  2. Find Conversation Transfer feature
  3. Enable the following options:
    • cold_transfer: Allows immediate transfers
    • multi_participant: Enables warm transfers with collaboration
    • enabled: Master switch for the entire feature

Configuration Options​

conversation_transfer: {
  enabled: true,              // Master enable/disable
  cold_transfer: true,        // Allow immediate transfers
  multi_participant: true     // Allow warm transfers
}

👥 Queue Management​

Setting Up Transfer Queues​

Transfer queues organize your staff by skill or department:

  1. Sales Queue - For sales-related transfers
  2. Support Queue - For technical support transfers
  3. Supervisor Queue - For escalations
  4. Billing Queue - For billing and payment issues

Queue Configuration Steps​

  1. Go to Admin Panel → Queues
  2. Create new queue or modify existing ones
  3. Assign agents to appropriate queues
  4. Set queue priorities and routing rules
  5. Configure working hours for each queue

🔐 Permission Management​

Agent Permissions​

Control who can transfer and receive transfers:

Standard Agent:

  • Can transfer conversations
  • Can receive transfers in their assigned queues
  • Cannot modify transfer settings

Senior Agent:

  • All standard permissions
  • Can receive transfers from any queue
  • Can view transfer analytics

Supervisor:

  • All agent permissions
  • Can intercept any transfer
  • Can modify queue assignments
  • Can view team transfer reports

Setting Permissions​

  1. Admin Panel → Users → Select user
  2. Navigate to Permissions tab
  3. Configure transfer-related permissions:
    • conversations.transfer.send
    • conversations.transfer.receive
    • conversations.transfer.manage

📊 Monitoring and Analytics​

Key Metrics to Track​

  • Transfer Volume: How many transfers per day/week
  • Transfer Success Rate: Percentage of accepted transfers
  • Average Transfer Time: How long transfers take
  • Queue Performance: Which queues handle transfers best
  • Agent Performance: Who transfers most/least effectively

Setting Up Reports​

  1. Navigate to Admin Panel → Reports
  2. Create custom report for transfers
  3. Select metrics: transfer count, success rate, timing
  4. Set up automated delivery to supervisors
  5. Configure alert thresholds for unusual patterns

🚨 Troubleshooting Common Issues​

Transfers Not Working​

Symptoms: Agents can't see transfer button or transfers fail

Solutions:

  1. Verify feature is enabled in configuration
  2. Check agent permissions
  3. Confirm TaskRouter workflow is properly configured
  4. CRITICAL: Verify TWILIO_FLEX_CHAT_TRANSFER_WORKFLOW_SID environment variable
  5. Test with admin account to isolate issue

NSS Production Resolution Process:

  1. Check Workflow SID Configuration:

    # Verify environment variable is set
    echo $TWILIO_FLEX_CHAT_TRANSFER_WORKFLOW_SID

    # Should return format: WWxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

  2. Discover Correct Workflow SID:

    • Login to Twilio Console for your CBO account
    • Navigate to TaskRouter → Workflows
    • Look for workflow named "Chat Transfer" (exact name varies by CBO)
    • Copy the Workflow SID (starts with WW)
    • Update your environment variable: TWILIO_FLEX_CHAT_TRANSFER_WORKFLOW_SID=WWxxx

  3. Common Workflow Issues:

    • Wrong SID: Each CBO has unique workflow SIDs
    • Inactive Workflow: Ensure status is "Active" in TaskRouter console
    • Missing Workflow: May need to create new Chat Transfer workflow

Long Transfer Wait Times​

Symptoms: Clients wait too long when being transferred

Solutions:

  1. Review queue staffing levels
  2. Check agent availability settings
  3. Consider adding overflow queues
  4. Adjust queue timeout settings

Agents Not Receiving Transfers​

Symptoms: Transfers go unanswered or fail

Solutions:

  1. Verify agents are in Available status
  2. Check queue assignments
  3. Review notification settings
  4. Ensure agents understand how to accept transfers

🔧 Advanced Configuration​

Multi-Account Setup​

If you have multiple CBOs or departments:

  1. Create separate transfer workflows per account
  2. Configure cross-account transfer permissions
  3. Set up account-specific queues
  4. Implement proper routing between accounts

IMPORTANT - NSS Implementation Experience (PRODUCTION VALIDATED): Each CBO account requires its own unique workflow SID. You cannot share workflow SIDs between accounts. This was the primary cause of the "TaskRouter error: Bad Request" issues resolved in NSS production.

Multi-Account Workflow SID Management (PROVEN APPROACH):

# Example for multiple CBOs (NSS production pattern)
TWILIO_FLEX_CHAT_TRANSFER_WORKFLOW_SID_CBO1=WWxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
TWILIO_FLEX_CHAT_TRANSFER_WORKFLOW_SID_CBO2=WWyyyyyyyyyyyyyyyyyyyyyyyyyyyyyy
TWILIO_FLEX_CHAT_TRANSFER_WORKFLOW_SID_CBO3=WWzzzzzzzzzzzzzzzzzzzzzzzzzzzzzz

# Primary workflow SID (for main CBO)
TWILIO_FLEX_CHAT_TRANSFER_WORKFLOW_SID=WWxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

Deployment Best Practices for Multi-Account (NSS VALIDATED):

  1. Test each account separately before enabling transfers across accounts
  2. Document workflow SIDs for each CBO in your deployment notes with account names
  3. Set up monitoring for transfer success rates per account (target >95% each)
  4. Plan rollback procedure if one account fails (disable transfers vs full rollback)
  5. Verify workflow SID format - must be exactly 34 characters starting with WW
  6. Test workflow discovery process for each CBO before production deployment
  7. Schedule validation window - have admin available for first 2 hours post-deployment

Custom Transfer Reasons​

Add dropdown options for why transfers occur:

  1. Language preference
  2. Technical expertise needed
  3. Supervisor escalation
  4. Billing inquiry
  5. Service complaint

Integration with External Systems​

  • CRM Integration: Transfer notes sync to client records
  • Ticketing System: Automatic ticket creation on transfers
  • Analytics Platform: Export transfer data for analysis

📋 Maintenance Tasks​

Daily​

  • Monitor transfer queue performance
  • Review failed transfer reports
  • Check for agent availability issues

Weekly​

  • Analyze transfer patterns and trends
  • Review agent transfer training needs
  • Update queue assignments as needed

Monthly​

  • Comprehensive transfer analytics review
  • Agent performance evaluations
  • System configuration optimization

🎓 Training and Support​

Staff Training Requirements​

Ensure all staff understand:

  • When to use cold vs warm transfers
  • How to add helpful transfer notes
  • Proper client communication during transfers
  • Queue selection guidelines

Creating Training Materials​

  1. Use actual transfer scenarios from your organization
  2. Include screenshots of your specific ConnieRTC setup
  3. Create quick reference cards for common transfers
  4. Develop role-playing exercises for practice

📞 Getting Help​

Technical Issues: Contact Connie Support with:

  • Error messages or screenshots
  • Steps to reproduce the problem
  • Affected user accounts
  • System configuration details

Training Needs: Work with your supervisors to:

  • Identify skill gaps
  • Develop training materials
  • Schedule practice sessions
  • Monitor improvement

🔍 Quick Configuration Checklist​

Pre-Deployment​

  • Conversation transfer feature enabled in configuration
  • Transfer queues created and configured
  • Agent permissions properly assigned
  • TaskRouter workflow configured for transfers
  • CRITICAL: TWILIO_FLEX_CHAT_TRANSFER_WORKFLOW_SID environment variable set
  • Transfer analytics and reporting set up
  • Staff trained on transfer procedures

Post-Deployment (NSS Production Validation)​

  • Test cold transfers within 15 minutes of deployment
  • Test warm transfers with multiple participants
  • Verify no "TaskRouter error: Bad Request" messages
  • Check conversation history preservation
  • Monitor transfer success rate (target: >95%)
  • Validate agent transfer notifications working
  • Test cross-queue transfer routing

Ongoing Maintenance​

  • Troubleshooting procedures documented
  • Regular maintenance schedule established
  • Transfer success rate monitoring dashboard configured
  • Escalation procedures for transfer failures defined

🚀 Best Practices Summary​

  1. Start Simple: Enable basic transfers first, add complexity gradually
  2. Train Thoroughly: Ensure all staff understand the process before going live
  3. Monitor Closely: Watch transfer patterns in the first few weeks
  4. Optimize Regularly: Adjust queues and routing based on actual usage
  5. Document Everything: Keep configuration and procedure documentation current

🚨 Emergency Contact Protocol​

For Critical Transfer Failures (NSS Production Guidance):

  • "TaskRouter error: Bad Request" across multiple agents: IMMEDIATE escalation to Platform Developer
  • Complete transfer system failure: Contact Connie Support with URGENT priority
  • Single CBO transfer issues: Start with workflow SID verification process above
  • Cross-account transfer failures: Check workflow SID configuration for each account

Information to Provide in Escalations:

  • CBO account name and Twilio account SID
  • Current TWILIO_FLEX_CHAT_TRANSFER_WORKFLOW_SID value
  • TaskRouter workflow status from console
  • Sample conversation SIDs where transfers failed
  • Timestamp of when issues started
  • Number of agents affected

Need technical assistance with configuration? Contact Connie Support or your Platform Developer with the above information ready.