Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Working with the Builder
Building a Virtual Assistant
Using Workspaces
Release Notes
Current Version
Previous Versions

Dialog Tasks
Dialog Builder
Node Types
Intent Node
Dialog Node
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Group Node
Agent Transfer
User Prompts
Voice Call Properties
Dialog Task Management
Connections & Transitions
Component Transition
Context Object
Event Handlers
Knowledge Graph
Knowledge Extraction
Build Knowledge Graph
Add Knowledge Graph to Bot
Create the Graph
Build Knowledge Graph
Add FAQs
Run a Task
Build FAQs from an Existing Source
Traits, Synonyms, and Stop Words
Manage Variable Namespaces
Move Question and Answers Between Nodes
Edit and Delete Terms
Edit Questions and Responses
Knowledge Graph Training
Knowledge Graph Analysis
Knowledge Graph Import and Export
Importing Knowledge Graph
Exporting Knowledge Graph
Creating a Knowledge Graph
From a CSV File
From a JSON file
Auto-Generate Knowledge Graph
Alert Tasks
Small Talk
Digital Skills
Digital Forms
ML Engine
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
NLP Configurations
NLP Guidelines
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Sentinment Management
Tone Analysis
Test & Debug
Talk to Bot
Utterence Testing
Batch Testing
Conversation Testing
Conversations Dashboard
Performance Dashboard
Custom Dashboards
Meta Tags
Dashboards and Widgets
Conversation Flows
NLP Metrics
Containment Metrics
Usage Metrics
Smart Bots
Universal Bots
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Manage Assistant
Plan & Usage
Usage Plans
Support Plans
Multilingual Virtual Assistants
Masking PII Details
IVR Settings
General Settings
Assistant Management
Data Table
Table Views
App Definitions
Sharing Data Tables or Views

Build a Flight Status Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Web SDK Tutorial
Widget SDK Tutorial
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters

API Reference
API Introduction
API List
API Collection
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Using the BotKit SDK

Assistant Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Assistant Management
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Compliance
Using Single-Sign On
Security Settings
Cloud Connector
  1. Home
  2. Docs
  3. Virtual Assistants
  4. Builder
  5. Dialog Task
  6. Agent Transfer Node

Agent Transfer Node

The Agent Transfer Node transfers the communications from the VA to a live agent. You can use the Agent Transfer node in a conditional dialog flow to move a user to a conversation with a live agent. For example, the VA cannot identify the user intent, or when tone analysis indicates the user is not satisfied with the VA communication, or on manual request by a user.
When a user is transferred using the Agent Transfer node, the dialog task ends and the agent controls the remaining portion of the conversation. The Platform supports integration with FreshDesk using the Agent Transfer node.

Register the App

To configure an Agent Transfer node in your dialog task, you need to create an app and generate registration credentials using the SDK. These credentials are required to exchange messages between your application and the XO Platform.

Follow the below steps:

  1. On the left pane, click API Extensions. By default, the BotKit SDK tab is displayed.
  2. Click Agent Transfer.
  3. On the Agent Transfer page, click Add next to the App Name drop-down list.
  4. On the Create Client App window, enter the app name in the Name field. For example, SDK App.
  5. Click Next.
  6. The Client ID and Client Secret are generated along with the App Created Successfully message.
  7. Click Done.
  8. In the Callback URL field, enter the URL for your application that you want to push data to. For example,
  9. Note: The registration app you create is based on the Callback URL applicable to all tasks for the VA. While each task can have unique SDK configurations, the Callback URL is the same. Create separate VAs for separate application Callback URLs for live agent transfers.

  10. Under the PII Data section, define how sensitive information should be handled. If there is a need to share unmasked data when an agent session is in progress, even when PII redaction is enabled, select the Do not mask and send original data to Agent BotKit. Else, go with the default setting of Mask and send sensitive data to Agent BotKit.
  11. Under the Access Using a Connector section, indicate if your URL is behind a firewall and a Connector has to be used.
  12. Click Save.

Set Up the Agent Transfer Node

Setting up an Agent Transfer node in a dialog task involves the following steps:
Note: Post v9.0 of the platform, the Agent Transfer node is categorized under the VA Action node. For details on the VA Action node, click here.

  1. Open the dialog task to add the Agent Transfer node.
  2. Click the + icon next to the respective node.
  3. Select Agent Transfer > New Agent Transfer Node.
  4. On the Agent Transfer window, by default, the Component Properties tab is displayed.
  5. Enter a Name and Display Name for the node. For example, LiveAgent.
  6. The other settings are auto-filled based on your Agent Transfer SDK configuration. Go to API Extensions to modify any settings.
  7. In the Variable Namespaces section (introduced in v8.0), associate the Variable Namespaces to execute this node and its transitions. This option is visible only when the Variable Namespace is enabled for the VA. You can go with the task level settings or customize it for this node. For more information, refer to Managing Namespace.