Transfer on User Exit allows a Nimbus service to automatically transfer a customer to a configured target service when the last Nimbus user (Agent, Consultant) ends a call, as long as consent status allows it. Consent can be captured during the call with the Record Consent activity; if no Record Consent activity is configured, consent is assumed Granted by default.
A typical use case is a post-call survey: the customer is asked during the call whether they would like to participate in a survey after speaking with an agent. If they agree, they are automatically routed to a survey service when the agent hangs up, without any manual action required.
✅PRECONDITIONS
- Transfer on User Exit is only available for Audio/Video Services on the Inbound direction, and on Outbound with Workflow.
- The target service needs to be an Audio/Video Inbound service. This applies even when configuring Transfer on User Exit for an outbound scenario.
- Optional workflow adjustments: provided the service has Transfer on User Exit enabled in Modalities Service Settings, collecting consent via Record Consent workflow activity is optional. If the workflow has no Record Consent activity, Nimbus defaults to consent as granted and proceeds with the transfer
- For DTMF support (e.g. if the target service runs an automated survey using keypad input), the target service must have a PSTN number assigned. 🔎 See DTMF and PSTN Transfer below.
💡Good to know:
- The Record Consent activity is skipped in Consultation Call to service scenarios. Consultation calls and (manual) transfers to a different service are not triggering Transfer to User Exit.
- The Nimbus user / agent are not informed that Transfer on User Exit is configured on their service. From their perspective, the call works as normal.
How it Works
The overall flow involves three components working together:
- Consent collection: The workflow asks the customer whether they agree to be transferred after the call.
- Service configuration: The originating service has Transfer on User Exit enabled in Modalities Service Settings, with a target service defined.
- Automatic transfer: When the last Nimbus user leaves the call by ending it, Nimbus checks for consent and, if granted and the service has Transfer on User Exit enabled, automatically transfers the customer to the configured target service.
