Skip to main content
Pre Transfer lets your Agent complete supporting work after it decides to transfer a call but before the transfer begins. Use it to:
  • look up the correct destination
  • update a CRM
  • notify a team
  • verify eligibility or other prerequisites
The actual handoff is still performed by Call Transfer.

​
Configure Pre Transfer

Add Pre Transfer in the Functions section of the Agent editor. Its instructions should name the other configured function to run, the information that function needs, and what should happen if the prerequisite cannot be completed. If the work may take noticeable time, configure the optional caller-facing messages shown in the function settings so the caller knows the Agent is still working.

​
Example

Before transferring a support caller, create a CRM case containing their name, callback number, and a short problem summary. If the case cannot be created, apologize and take a message instead of transferring.
Test both the successful prerequisite and failure path before publishing.
Configuring functions programmatically? See Agent functions.