Genesys Cloud - Main

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Is this related to the new permissions Conversation > Communication > Blind/Consult transfer to external contact?  This has all of a sudden quit working for us with or without this permission enabled.  I've opened a ticket with our vendor to investigate. 

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

We did have an update thats still feature toggled where we changed how transfers work with external contacts ( a new API and a new permission that will be leveraged by the UI) . This is not live for all orgs yet. Can you share your orgid and region ? Also share what error you are seeing ? 

Is this related to the new permissions Conversation > Communication > Blind/Consult transfer to external contact?  This has all of a sudden quit working for us with or without this permission enabled.  I've opened a ticket with our vendor to investigate. 

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

We are in US-West.  63d87750-58c8-4533-b1cc-538487643db4

When attempting a consult or blind transfer from either Agent Workspace or Calls. We search for the external contact, select it from the search menu. When clicking on blind or consult transfer nothing happens. 

I can see errors in the console logs each time I click on blind or consult. 

We did have an update thats still feature toggled where we changed how transfers work with external contacts ( a new API and a new permission that will be leveraged by the UI) . This is not live for all orgs yet. Can you share your orgid and region ? Also share what error you are seeing ? 

Is this related to the new permissions Conversation > Communication > Blind/Consult transfer to external contact?  This has all of a sudden quit working for us with or without this permission enabled.  I've opened a ticket with our vendor to investigate. 

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

I checked and this org is not part of our beta. Still wondering why our update this week impacted you. 

Would you mind pasting the cosole log - specifically the API that is being called during the transfer and the error it is throwing ? 

We are in US-West.  63d87750-58c8-4533-b1cc-538487643db4

When attempting a consult or blind transfer from either Agent Workspace or Calls. We search for the external contact, select it from the search menu. When clicking on blind or consult transfer nothing happens. 

I can see errors in the console logs each time I click on blind or consult. 

We did have an update thats still feature toggled where we changed how transfers work with external contacts ( a new API and a new permission that will be leveraged by the UI) . This is not live for all orgs yet. Can you share your orgid and region ? Also share what error you are seeing ? 

Is this related to the new permissions Conversation > Communication > Blind/Consult transfer to external contact?  This has all of a sudden quit working for us with or without this permission enabled.  I've opened a ticket with our vendor to investigate. 

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Hi, looking forward to this, just wanted to confim, nothing of this feature will allow us to STOP transfers into a queue completely, only make it so that people can't cold transfer? 

Just wanted to confirm. 

Thanks

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

You are right. Once released, everything should work as-is if the 2 umbrella permissions are enabled. After this you can pick and choose to use granular permissions. 

•  One can shut down cold transfers completely or just enable cold transfer to  certain target types ( agent, queue or external contact ) 
• Same for consults 

Hi, looking forward to this, just wanted to confim, nothing of this feature will allow us to STOP transfers into a queue completely, only make it so that people can't cold transfer? 

Just wanted to confirm. 

Thanks

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Hi, thanks for your response, apologies, just wanted to confirm, there is no way this feature will allow me to have a queue where you simply can not transfer any interactions into at all will there? So not just blind/consult blocked, but any transfers? 

Just regarding the feature, if a agent presses consult and it is ringing the queue for an agent, at that point, they won't be able to send the customer through will they? Will they need to connect with an agent from the second queue first before the capability to transfer is enabled?

I just wanted to rule out the behaviour of a agent pressing consult, waiting for an agent to pick up the call and just transferring that call through anyway. 

Would appreciate some clarity on that

Thanks

------------------------------
Nitin Jadva - Product Manager
Utility Warehouse Ltd

Original Message:
Sent: 11-12-2025 09:06
From: Sabyasachi Pradhan
Subject: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

You are right. Once released, everything should work as-is if the 2 umbrella permissions are enabled. After this you can pick and choose to use granular permissions. 

•  One can shut down cold transfers completely or just enable cold transfer to  certain target types ( agent, queue or external contact ) 
• Same for consults 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]

Original Message:
Sent: 11-12-2025 07:30
From: Nitin Jadva
Subject: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

Hi, looking forward to this, just wanted to confim, nothing of this feature will allow us to STOP transfers into a queue completely, only make it so that people can't cold transfer? 

Just wanted to confirm. 

Thanks

------------------------------
Nitin Jadva - Product Manager
Utility Warehouse Ltd

Original Message:
Sent: 10-17-2025 13:18
From: Sabyasachi Pradhan
Subject: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

#API/Integrations
#Roadmap/NewFeatures
#CommunityAnnouncements

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
------------------------------

just wanted to confirm, there is no way this feature will allow me to have a queue where you simply can not transfer any interactions into at all will there? So not just blind/consult blocked, but any transfers? 

[SP] Thats right. This feature won't let you mark a queue so as to prevent all transfers into it. Do submit an idea under the 'Interaction Handling' space in Aha for this. We might have some similar ones but someone from PM will able to provide some feedback on the plans for this. Check out https://genesyscloud.ideas.aha.io/ideas/CEIH-I-221 too and see if this what you are looking for. 

Just regarding the feature, if a agent presses consult and it is ringing the queue for an agent, at that point, they won't be able to send the customer through will they? Will they need to connect with an agent from the second queue first before the capability to transfer is enabled?

[SP] So, if the agent has a the consultTransferQueue or the consultTransfer permission, they will be able to pick a queue and start a consult. They don't have to wait till the queue finds an agent. They can complete the transfer and the customer is just waiting in the queue at this point and will be assigned as soon as an agent on the queue is available. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]

Original Message:
Sent: 11-12-2025 12:14
From: Nitin Jadva
Subject: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

Hi, thanks for your response, apologies, just wanted to confirm, there is no way this feature will allow me to have a queue where you simply can not transfer any interactions into at all will there? So not just blind/consult blocked, but any transfers? 

Just regarding the feature, if a agent presses consult and it is ringing the queue for an agent, at that point, they won't be able to send the customer through will they? Will they need to connect with an agent from the second queue first before the capability to transfer is enabled?

I just wanted to rule out the behaviour of a agent pressing consult, waiting for an agent to pick up the call and just transferring that call through anyway. 

Would appreciate some clarity on that

Thanks

------------------------------
Nitin Jadva - Product Manager
Utility Warehouse Ltd

Original Message:
Sent: 11-12-2025 09:06
From: Sabyasachi Pradhan
Subject: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

You are right. Once released, everything should work as-is if the 2 umbrella permissions are enabled. After this you can pick and choose to use granular permissions. 

•  One can shut down cold transfers completely or just enable cold transfer to  certain target types ( agent, queue or external contact ) 
• Same for consults 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]

Original Message:
Sent: 11-12-2025 07:30
From: Nitin Jadva
Subject: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

Hi, looking forward to this, just wanted to confim, nothing of this feature will allow us to STOP transfers into a queue completely, only make it so that people can't cold transfer? 

Just wanted to confirm. 

Thanks

------------------------------
Nitin Jadva - Product Manager
Utility Warehouse Ltd

Original Message:
Sent: 10-17-2025 13:18
From: Sabyasachi Pradhan
Subject: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

#API/Integrations
#Roadmap/NewFeatures
#CommunityAnnouncements

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
------------------------------

just wanted to confirm, there is no way this feature will allow me to have a queue where you simply can not transfer any interactions into at all will there? So not just blind/consult blocked, but any transfers? 

[SP] Thats right. This feature won't let you mark a queue so as to prevent all transfers into it. Do submit an idea under the 'Interaction Handling' space in Aha for this. We might have some similar ones but someone from PM will able to provide some feedback on the plans for this. Check out https://genesyscloud.ideas.aha.io/ideas/CEIH-I-221 too and see if this what you are looking for. 

Just regarding the feature, if a agent presses consult and it is ringing the queue for an agent, at that point, they won't be able to send the customer through will they? Will they need to connect with an agent from the second queue first before the capability to transfer is enabled?

[SP] So, if the agent has a the consultTransferQueue or the consultTransfer permission, they will be able to pick a queue and start a consult. They don't have to wait till the queue finds an agent. They can complete the transfer and the customer is just waiting in the queue at this point and will be assigned as soon as an agent on the queue is available. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]

Original Message:
Sent: 11-12-2025 12:14
From: Nitin Jadva
Subject: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

Hi, thanks for your response, apologies, just wanted to confirm, there is no way this feature will allow me to have a queue where you simply can not transfer any interactions into at all will there? So not just blind/consult blocked, but any transfers? 

Just regarding the feature, if a agent presses consult and it is ringing the queue for an agent, at that point, they won't be able to send the customer through will they? Will they need to connect with an agent from the second queue first before the capability to transfer is enabled?

I just wanted to rule out the behaviour of a agent pressing consult, waiting for an agent to pick up the call and just transferring that call through anyway. 

Would appreciate some clarity on that

Thanks

------------------------------
Nitin Jadva - Product Manager
Utility Warehouse Ltd

Original Message:
Sent: 11-12-2025 09:06
From: Sabyasachi Pradhan
Subject: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

You are right. Once released, everything should work as-is if the 2 umbrella permissions are enabled. After this you can pick and choose to use granular permissions. 

•  One can shut down cold transfers completely or just enable cold transfer to  certain target types ( agent, queue or external contact ) 
• Same for consults 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]

Original Message:
Sent: 11-12-2025 07:30
From: Nitin Jadva
Subject: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

Hi, looking forward to this, just wanted to confim, nothing of this feature will allow us to STOP transfers into a queue completely, only make it so that people can't cold transfer? 

Just wanted to confirm. 

Thanks

------------------------------
Nitin Jadva - Product Manager
Utility Warehouse Ltd

Original Message:
Sent: 10-17-2025 13:18
From: Sabyasachi Pradhan
Subject: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

#API/Integrations
#Roadmap/NewFeatures
#CommunityAnnouncements

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
------------------------------

You are right. Once released, everything should work as-is if the 2 umbrella permissions are enabled. After this you can pick and choose to use granular permissions. 

•  One can shut down cold transfers completely or just enable cold transfer to  certain target types ( agent, queue or external contact ) 
• Same for consults 

Hi, looking forward to this, just wanted to confim, nothing of this feature will allow us to STOP transfers into a queue completely, only make it so that people can't cold transfer? 

Just wanted to confirm. 

Thanks

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Based on this post and what I read on agent-level permissions in the Resource Center, I thought I had this all ready to. That was until I got multiple complaints today that agents couldn't transfer. In our org, we have another permission that I don't see mentioned on that Resource Center page; Conversation > Communication > Blind transfer to external. I figured that must allow agents to transfer to a number that they enter manually, right? I wanted to restrict them from transferring to queues, so I had that one as well as the agent and external contact permissions checked, then unchecked the umbrella permission. As soon as I did that, agents couldn't transfer to a number they manually entered. In addition, the Blind Transfer button on their user script stopped working since that's basically what it's doing.

What does that Blind Transfer To External permission do? I don't see it documented.

What combination of permissions would restrict transferring directly to a queue, but allow transferring to a manually entered number?

You are right. Once released, everything should work as-is if the 2 umbrella permissions are enabled. After this you can pick and choose to use granular permissions. 

•  One can shut down cold transfers completely or just enable cold transfer to  certain target types ( agent, queue or external contact ) 
• Same for consults 

Hi, looking forward to this, just wanted to confim, nothing of this feature will allow us to STOP transfers into a queue completely, only make it so that people can't cold transfer? 

Just wanted to confirm. 

Thanks

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Hi, @Sabyasachi Pradhan! Thank you for sharing this - I will raise it to my engineering team to check. 

Two questions:

1. when it's released, if we have all types of transfers/consults enabled - will it stay the same?

2. will this new granularity of permissions allow me to stop agents from using "Calls" for direct user to user calls? so that they could call only on behalf of a queue? 

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Hi Sachi, the new feature for verifying blind and consult transfer permissions is a great step forward.

However, the current approach requires managing two separate roles (one with blind transfer enabled and one without) and assigning them across thousands of agents.
For large-scale environments, this creates significant administrative overhead.

A more scalable solution would be the ability to also disable blind transfers at the queue level.
This would allow us to enforce transfer behaviour based on business logic tied to queues rather than managing role permutations for thousands of users.

Is this something Genesys could consider for future roadmap discussions?

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Will these changes introduce anything that will restrict non-agent accounts from being able to receive a transfer?

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

#API/Integrations
#Roadmap/NewFeatures
#CommunityAnnouncements

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
------------------------------

------------------------------
Kaio Oliveira
Interaxa

Original Message:
Sent: 10-17-2025 13:18
From: Sabyasachi Pradhan
Subject: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

#API/Integrations
#Roadmap/NewFeatures
#CommunityAnnouncements

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
------------------------------

What you see is accurate. The 2 umbrella permissions blindTransfer and consultTransfer only control transfers. Also, conferences don't have any permissions today that would prevent an agent from taking a 2-way call, add a participant to create a conference. The one permission available for conferences only prevents the creation of an immediate conference call. 

If blindTransfer and consultTransfer are not enabled, on the UI we made a deliberate change that also disables the conference icon. The thinking being if an agent is not allowed to do any transfers lets also remove the conferencing option. 

BUT, if any of the transfer permissions are available we will bring back the conference option. 

Granular permissions around conferences to control what participants can be added to a conference or if an agent can take a 2 way call and convert it into a conference are opportunities for future permission updates ( the scope of this release was just transfers ) . I would suggest adding an Aha idea and someone from PM will give you some feedback or merge the idea with others being tracked to solve for conference related permissions. 

------------------------------
Kaio Oliveira
Interaxa

Original Message:
Sent: 10-17-2025 13:18
From: Sabyasachi Pradhan
Subject: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

#API/Integrations
#Roadmap/NewFeatures
#CommunityAnnouncements

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
------------------------------

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Hi Sachi

I can see the permissions on our org but i have tested them when turned off and the transfer option is still available while on a call. Am i missing something or is it just not fully released yet and if that is the case, do you know when it will be available in full to test? 

Thank you in advance. 

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Hi Christopher, 

Hi Sachi

I can see the permissions on our org but i have tested them when turned off and the transfer option is still available while on a call. Am i missing something or is it just not fully released yet and if that is the case, do you know when it will be available in full to test? 

Thank you in advance. 

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).

Hi Kaio

Thanks for your reply. What exactly do you mean by "is not associated with any user-related another role." We have an agent role applied to all agents, this is where I would want to remove it. I created a duplicate of this role to test the permission which didnt work. 

I presume it's next Wednesday I will see the release?

Thank you. 

Hi Christopher, 

Hi Sachi

I can see the permissions on our org but i have tested them when turned off and the transfer option is still available while on a call. Am i missing something or is it just not fully released yet and if that is the case, do you know when it will be available in full to test? 

Thank you in advance. 

Hi everyone,

As we prepare for the upcoming Decomposed Transfer Permissions rollout (planned for early November) - INB-I-915 - we need your help to ensure your orgs are properly configured. This update introduces new APIs and corresponding permissions for blind and consult transfers, designed to provide a more consistent and secure transfer experience for agents.

Most organizations have already been automatically updated with the required permissions. Keeping these permissions enabled ensures agents retain full transfer functionality, consistent with today's experience. After GA, you may adjust these settings to restrict transfers to specific destinations if desired. However, we recommend verifying that the following permissions are correctly added to the appropriate agent roles:

• Conversation > Communication > blindTransfer

• Conversation > Communication > consultTransfer

🎥 Watch this demo video to learn how to check these permissions.

For more details about this change:

• Full write-up: Decompose Transfer Permissions Discussion 

• Earlier announcement: More granular control over agent transfer permissions 

Thank you for helping ensure a smooth rollout and preventing any disruption once the new permissions model is live.

Note: For the limited number of customers currently participating in the beta program, no changes are required. The agent experience will remain unchanged. The only modification introduced with the GA release pertains to free-form transfers - when agents manually enter text instead of selecting a target from the results list and use that raw text as the transfer destination for either a blind or consult transfer. With GA, these free-form transfers will now be governed by the applicable permissions (blindTransfer or consultTransfer).