Adding a Transfer Option Within Joy AI

If our Joy AI system is unable to hear, understand, or assist with a caller's needs, we'll automatically transfer the caller over to a live agent. However, clients who utilize Joy AI may also want our AI system to collect basic information from callers first, then transfer the call over to a live agent to continue handling. In this tutorial we'll show you how to add a Transfer to Agent option within the Joy AI builder.

Currently, our main path has Joy collecting basic information from callers and then sending a message through. In this tutorial, we will remove the current Closing option and replace it with a Transfer to Agent option instead.

Within the Joy AI builder, hover over the Closing section you want to remove and click the Trash icon to remove.

Next, click the blue + icon beneathe the section to add a new block.

From the drop down, select Transfer to then select SAS.

A bump out will appear on the right-hand side of your screen detailing the Transfer to SAS. Click Save.

Your newly updated workflow will look something like the image below.

When you are finished making updates to your Joy AI workflow, don't forget to publish your changes in the upper right-hand corner.