Transfer Sessions

Transfer Sessions is a monitoring and control page for live handoffs from an AI agent to a human agent on an external contact center platform. Navigate to Operate > Transfer Sessions from the project sidebar. When an AI agent cannot resolve a conversation and escalates it to a human representative, the platform initiates a transfer session with the configured external provider, such as Kore SmartAssist, Salesforce, ServiceNow, Five9, or Genesys. Each active or recently completed handoff appears as a row in the Transfer Sessions table. It allows administrators and operators to monitor the status of transferred sessions. The platform polls agent-transfer sessions every 30 seconds to keep transfer states up-to-date. Use the Refresh button to force an immediate update.

Prerequisites

Transfer sessions are only created when an external agent transfer integration is configured for the project. Supported providers include:

Kore SmartAssist
Salesforce
ServiceNow
Five9
Genesys

If no integration is configured, the Transfer Sessions table will remain empty even when agents trigger escalation actions. To configure the integration, go to Project Settings > Agent Transfer and set up a connection.

How is a Transfer Session Created

A transfer session is created automatically when an AI agent hands off to a human representative. This occurs when the agent’s ABL contains a HANDOFF or DELEGATE block targeting a human escalation path. The platform creates the session record, notifies the configured external provider, and the session immediately appears in the Transfer Sessions table with a Pending status. When a transfer request is created, the corresponding escalation task is also visible in the Inbox.

Session Lifecycle and Auto-Expiry

Transfer sessions are created with a TTL (time-to-live) that controls how long a session persists before being automatically removed. The TTL resets on every message exchanged during the session, so active conversations do not expire mid-session.

Default TTL by Channel

Channel	Default TTL	Notes
chat	30 minutes	TTL resets on every message. Active sessions do not expire mid-conversation.
messaging	30 minutes	TTL resets on every message.
email	24 hours	TTL resets on every message.
campaign	1 hour	TTL resets on every message.
voice	No expiry	TTL = 0. By default, voice sessions never auto-expire and must be ended explicitly or via a provider disconnect event. Monitor voice sessions actively to avoid stale records accumulating.

Custom TTL Configuration

To configure custom values for TTL:

Navigate to Settings > Agent Transfer > Session Lifecycle.
TTL values are configured in minutes. For example, 2 indicates 2 minutes of inactivity, leading to session termination.

Transferred Sessions

For each transferred session, the following details are presented.

Field	Description
Contact	Unique identifier associated with the end user.
Agent	The AI agent that initiated the transfer.
Provider	The CCaaS provider handling the transferred session. Supported providers: smartassist, five9, salesforce, genesys.
Channel	Communication channel used for the interaction - chat / voice / email / messaging / campaign.
Status	Current state of the transferred session. See Session Status Values below.
Queue	Queue assigned by the destination provider, if available.
Duration	Time elapsed since the transfer was initiated.
Actions	Available actions that can be performed on the transferred session.

Session Status Values

Status	Description
pending	Transfer initiated.
queued	Placed in a queue, waiting for an agent.
active	Human agent connected.
post_agent	Human agent disconnected and the session is in an After Call Work (ACW) or CSAT flow.
ended	Session closed.

Transfer Session Details

Click any row in the Transfer Sessions table to open the Transfer Session Details modal. The modal shows the complete record for a single session and is the primary surface for diagnosing handoff issues.

Field	Description
Session ID	Full composite session identifier used internally by the platform. Format: `agent_transfer:<uuid>:<conversationSessionId>:<channel>`. This ID uniquely identifies the session across the platform and the provider.
Contact ID	Full UUID of the end-user contact associated with this transfer session. This is the untruncated version of the ID shown in the Contact column of the table.
Agent	Name of the AI agent that initiated the transfer.
Provider	The external provider handling this transfer session (for example, smartassist, genesys, five9).
Status	Current lifecycle state of the session, shown as a colored badge. Same values as the table.
Channel	Communication channel of the originating conversation (for example, chat, voice, email).
Provider Session ID	The session identifier assigned by the external provider for this transfer. Use this ID when cross-referencing the session in the provider’s platform, such as Salesforce case records, Five9 call logs, or SmartAssist transcripts.
Timestamps	Timestamps indicating when the session was created and last updated.
Metadata	A JSON block containing platform-level metadata for the session.
Provider Data	A JSON block containing provider-specific data returned by the external platform when the transfer was initiated. Fields vary by provider.

Transfer Session Actions

End - Marks the conversation as closed, ends the transfer session, and notifies the remote agent application. Refresh - Forces an immediate poll of transfer sessions, bypassing the 30-second automatic refresh interval.

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References

Prerequisites

How is a Transfer Session Created

Session Lifecycle and Auto-Expiry

Default TTL by Channel

Custom TTL Configuration

Transferred Sessions

Transfer Session Details

Transfer Session Actions

​Prerequisites

​How is a Transfer Session Created

​Session Lifecycle and Auto-Expiry

​Default TTL by Channel

​Custom TTL Configuration

​Transferred Sessions

​Transfer Session Details

​Transfer Session Actions

Prerequisites

How is a Transfer Session Created

Session Lifecycle and Auto-Expiry

Default TTL by Channel

Custom TTL Configuration

Transferred Sessions

Transfer Session Details

Transfer Session Actions