Transferring calls to human agents
This topic describes how to transfer calls from an Outbound Bot to a human agent in both large and small model scenarios.
Prerequisites
You can transfer calls to a human agent in both Large Language Model (LLM) and small model scenarios. Calls can be transferred to a skill group or a specific phone number.
To transfer calls to Cloud Contact Center, configure the transfer to a skill group.
Prerequisite: You must activate Alibaba Cloud Cloud Contact Center and configure a skill group in Cloud Contact Center.
To transfer calls to your own hotline platform or a specific phone number, configure the transfer to a phone number.
Choose a transfer method based on your needs. Provide your Alibaba Cloud account ID and the phone number or skill group information to Alibaba Cloud support personnel. They will provide you with a reference code. This reference code is required for the transfer operation.
Small model scenario
In the Response node, set Subsequent action to Transfer to agent and enter the reference code. After you save the settings, the bot transfers the call to an agent when this node is triggered and the response has finished playing.
Large Language Model scenario
In an LLM scenario, the method for transferring calls to an agent varies based on the scenario mode. This section describes how to transfer calls in text-based mode and workflow configuration mode.
Prerequisites for transferring calls in an LLM scenario
Configure a reference code for the transfer. Go to LLM Scenario Management > Global Settings > Instruction Settings. Select the transfer to agent instruction and enter the reference code. The reference code and skill group name are parameters that you can obtain from Alibaba Cloud support personnel. The timeout setting specifies the maximum time in seconds to wait for an agent to answer. If no agent answers within the specified time, the call is disconnected.
For example, the reference code is "E5DFG1D", the skill group name is "Test Skill Group", and the timeout is enabled and set to 60 seconds. For more information, see Instruction settings.
Text-based mode
After you create an LLM scenario in text-based mode, you can configure the call transfer. Navigate to the bot settings for the scenario. In the prompt editing box, reference the transfer to agent instruction at the point where you want the transfer to occur. You can reference the instruction in both standard and professional modes.
Workflow mode
After you create an LLM scenario in workflow configuration mode, you must configure the call transfer in the task flow that is attached to the scenario.
Navigate to Flow Management, select the flow in which you want to configure the transfer, and click Edit to open the configuration page.
On the flow configuration page, find the bot response node where the transfer needs to occur. On the node configuration page, select the transfer to agent capability in the execute action section and attach the corresponding transfer to agent instruction. When this node is triggered and the configured response is played, the call is automatically transferred to an agent.
NoteA flow consists of four types of nodes. The transfer to agent action is supported only on the bot response node.
