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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.

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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.

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Transfer Configuration Pieces

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

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Transfer Evidence In Call History

The transfer tab explains what happened after the agent tried to hand off. Call History can also show four transfer fields directly in the table through Customize view: For reporting, open Export and select Transfer Details. DialNexa expands that one selection into all four CSV columns. Calls without transfer evidence use NA in the export.

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.

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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.

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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.

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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.

Conversational Flow Agents

Use transfer nodes.

Fallback Settings

Set transfer destination defaults.

Transfer Review

Inspect transfer evidence.