The best moment to get feedback from a customer is right after a conversation, while they are still engaged with your business. Transfer on User Exit captures exactly that moment: the conversation ends, and Luware Nimbus automatically hands the customer over to a follow-up service of your choice. There is no manual step for the agent — the transfer is initiated automatically. If the designated service is automated, the workflow accepts the transfer immediately; if it leads to a human queue, the customer will go through an IVR and wait in the queue until a human agent accepts the call.   

Use Cases

Post-call surveys: Route customers into a satisfaction survey at the moment they are most willing to respond. Automating the invitation also keeps your feedback honest: agents naturally invite customers after conversations that went well, while Transfer on User Exit asks every consenting customer — so your results reflect all interactions, not just the good ones.  

Virtual User follow-up: Hand the customer to a Virtual User after the human conversation, for example to confirm contact details or capture structured follow-up information. Routine wrap-up is handled automatically, freeing agents for conversations that need the human touch.  

Post-call announcements: Play information every customer should hear after the conversation, such as service notices. No agent time is used, every customer hears the same accurate message, and updating an announcement is faster than retraining a team. 

How Transfer on User Exit Works 

If you want explicit consent, Luware Nimbus asks the customer whether they agree to be transferred after the call. This happens before they enter the queue — or in a follow-up IVR if they arrive from a different service.

The transfer itself follows two simple rules: it triggers when the Luware Nimbus agent ends the call, and it uses the configuration of the last service the customer interacted with. If consent was collected, only customers who agreed are transferred.

For agents, nothing changes: they cannot see whether or not Transfer on User Exit is enabled. They can continue to transfer calls, start consultations, and work as usual. The transfer triggers only when the last Luware Nimbus user ends the call — leaving by transferring it does not trigger a transfer. In consultation or conference scenarios with multiple agents this means that:

• If User A (Service A) consults User B (Service B) and then leaves the call, the customer remains with User B.
• If Service B also has Transfer on User Exit configured, it takes effect when User B ends the call. Luware Nimbus then applies any consent collected earlier (for example in Service A) and transfers the customer to the target configured on Service B — not Service A's. 

How to Configure Transfer on User Exit

Transfer on User Exit is configured per service in the service settings, under Modalities in the Audio/Video section — separately for Inbound and for Outbound with workflow. The two directions are independent but enabling one pre-fills the same target service in the other. If the target service is an automated survey that requires keypad (DTMF) input, a PSTN number must first be assigned to that service and the DTMF-Supported Transfer toggle must be enabled.

Consent

It is possible to collect explicit consent from customers by adding a Record Consent activity to the workflow. By default consent is granted.  

If you want to collect explicit consent, we recommend the following workflow pattern:

1. Play an announcement informing the customer they'll be transferred after the call (e.g., to a survey) — or use Customer Input (Advanced), which combines the announcement and customer input in one step.
2. Ask the customer for input (e.g., "Press 1 to agree, press 2 to decline").
3. Based on the input, use the Record Consent activity:  
   1. On the "yes" path: Consent Purpose = Transfer on User Exit, Consent = Granted
   2. On the "no" path: Consent Purpose = Transfer on User Exit, Consent = Not Granted
4. Continue the workflow normally.