Inbuilt tool - transfer_to_agent

Back to Inbuilt tools The transfer_to_agent tool transfers the conversation to a human agent through an agent desktop provider, such as Kore SmartAssist.

When to use

Use transfer_to_agent when the user asks to speak with a human, or when the issue cannot be resolved by the AI agent and you want the conversation handed to a contact-center agent with the conversation context. To move a voice call to a SIP or PSTN number without involving an agent desktop, use call_transfer. To create a tracked human task with SLA and queueing, use ESCALATE.

Declare the tool

TOOLS:
  transfer_to_agent(
      provider: string,
      skills?: string[],
      queueId?: string,
      priority?: number,
      postAgentAction?: string
  ) -> object

Declare only the fields you use.

Parameters

Parameter	Required	Description
`provider`	Yes	The agent desktop provider to transfer to.
`skills`	No	Agent skills required for routing. Up to 50.
`queueId`	No	Target queue ID.
`priority`	No	Priority from 0 to 10.
`subType`	No	SmartAssist conversation subtype for contact-center routing.
`namedAgents`	No	Specific agent IDs to route to. Up to 50.
`namedAgentOptions`	No	Named-agent routing options: `waitForAgent` (boolean) and `waitDurationSeconds` (0–86400).
`agentMatchingConditions`	No	Matching conditions: `skills`, `skillGroups`, and `agentGroups` (each up to 50).
`metadata`	No	Additional metadata to pass to the provider. Must not exceed 16 KB.
`postAgentAction`	No	What happens when the human agent disconnects: `return` (back to the AI agent) or `end`.
`providerConfig`	No	Provider-specific configuration overrides.

Voice channels

On voice, the transfer works only on gateways that can move the caller’s call leg: Kore Voice Gateway, Genesys SAVG, and AudioCodes. On other voice surfaces, such as Twilio, LiveKit, VXML, and Genesys Audio Connector, the tool fails instead of reporting a handoff that did not happen.

Example

TOOLS:
  transfer_to_agent(provider: string, queueId?: string, priority?: number) -> object

FLOW:
  hand_to_human:
    RESPOND: "Let me connect you with a specialist."
    CALL:
      transfer_to_agent(provider: "kore", queueId: "billing", priority: 5)
    THEN: COMPLETE

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References

Inbuilt tool - transfer_to_agent

When to use

Declare the tool

Parameters

Voice channels

Example

​When to use

​Declare the tool

​Parameters

​Voice channels

​Example

When to use

Declare the tool

Parameters

Voice channels

Example