Call Transfer In DialNexa

Understand DialNexa call transfer, transfer destinations, representative briefs, hunt settings, warm transfer details, and transfer review in Call History.

Call transfer in DialNexa lets an agent hand a caller to a human or another destination when the conversation should not continue with AI alone. Transfer behavior can include destination lists, representative briefing, hunt mode, timeouts, and call detail transfer evidence.

A transfer is two conversations stitched together. Test both sides, or the stitch shows.

Before You Begin

Prepare the destination numbers, expected transfer type, representative availability, fallback behavior, and a published agent version. Tell test participants when the transfer should occur.

Transfer Configuration Pieces

Transfer behavior can be defined at flow node or version level.

Piece	Purpose
Transfer destinations	Numbers the agent can attempt to reach. Flow setups can use a dynamic variable for destinations.
Representative brief	Context the agent should provide before bridging the caller.
Hunt mode	Parallel or priority style selection where configured.
Sequential delay	Delay between attempts when using ordered destinations.
Hunt timeout	Total time allowed for finding an available destination.
Customer bridge timeout	How long the caller waits while the bridge is created.
Post-merge speech timeout	Validation window after merge to ensure the representative speaks.

Transfer Evidence In Call History

The transfer tab explains what happened after the agent tried to hand off.

Transfer sessions

Shows transfer id, status, timing, and high-level result.

Leg details

Shows each attempted destination and answer timing.

Status descriptions

Explains outcomes such as connected, no answer, rejected, hunt timeout, bridge failed, or customer disconnected.

Original transcript

Shows why the agent decided to transfer.

Test A Transfer Path

1. Set destination values

   Use explicit numbers or a validated transfer destination variable.

2. Write a brief format

   Give the representative the context they need before the caller joins.

3. Test reachable and unreachable destinations

   A transfer only tested with a perfect answer is not tested.

4. Open the transfer tab

   Review status, leg timing, and whether the bridge completed.

Verify The Transfer Result

Run one successful transfer and one unanswered transfer. Confirm the customer experience, representative briefing where enabled, transfer status, leg status, destination, and final call evidence in Call History.

Transfer Troubleshooting

If a transfer does not complete, check destination formatting, variable values, representative availability, hunt timing, briefing generation, and the transfer status stored on the call.

Related Reading

Conversational Flow Agents

Use transfer nodes.

Fallback Settings

Set transfer destination defaults.

Transfer Review

Inspect transfer evidence.