Genesys Cloud - Developer Community!

 View Only

Sign Up

  • 1.  Question of My Agent Copilots Rules Engine "Conversation transferred" setting failure

    Posted 05-08-2026 11:45

    When I tried to define the Rules Engine "Conversation transferred". I tried the Knowledge article, Canned response and Script individually, but when I tested to transfer the Conversation t the queue, Knowledge article, Canned response and Script all not triggered. Did I missed anything in my testing? 


    #Scripts

    ------------------------------
    Francis Guo
    NA
    ------------------------------


  • 2.  RE: Question of My Agent Copilots Rules Engine "Conversation transferred" setting failure

    Posted 05-08-2026 12:28

    Hi 

    The Key Thing: The "Conversation transfers" trigger actually fires for the receiving agent (the one accepting the transfer), not the agent who initiates the transfer. So when you transfer a conversation to a queue, the Knowledge article, Canned response, or Script should appear for whoever picks up that conversation from the queue.

    Here are a few things to check:

    Receiving agent setup - The agent accepting the transferred conversation needs to have Agent Copilot enabled with proper permissions and the Agent Copilot Agent Role

    Queue configuration - Both the originating and destination queues should have the same Agent Copilot configuration assigned

    Script assignment - If you're using Scripts, make sure the script is assigned to the destination queue (scripts are limited to the agent's assigned queue)

    Save your config - Confirm you clicked "Save Copilot" after creating the rule

    Testing tip: When you test this, make sure you're looking at the Agent Copilot panel on the receiving side after accepting the transferred conversation, not on the transferring agent's side.



    ------------------------------
    Josh Coyle
    Senior Professional Services Consultant
    ------------------------------



  • 3.  RE: Question of My Agent Copilots Rules Engine "Conversation transferred" setting failure

    Posted 05-08-2026 14:25

    Thank you very much Josh!
    I think you are correct and the way I tested it before was testing the agent who did the transfer action. I will do some test based on the agent who pick up the transferred call.



    ------------------------------
    Francis Guo
    NA
    ------------------------------

    Original Message


  • 4.  RE: Question of My Agent Copilots Rules Engine "Conversation transferred" setting failure

    Posted 05-08-2026 13:45

    Hi Francis,

    Josh is correct - the important detail is that the "Conversation transferred" rule in Genesys Cloud is evaluated on the receiving side of the transfer.

    So the trigger happens when:

    • another agent receives/accepts the transferred interaction

    not when:

    • the original agent initiates the transfer.

    One additional point to validate

    If you are transferring only to the queue, but no second agent actually answers the interaction yet, the rule may not trigger.

    The event is typically associated with:

    • the transferred conversation being connected to the receiving agent/session

    For Scripts specifically

    Also verify:

    • the Script is assigned to the destination queue
    • the receiving agent has access to the script
    • the media type/channel matches the script configuration

    Recommended test flow

    1. Agent A answers interaction
    2. Agent A transfers to Queue B
    3. Agent B accepts the interaction
    4. Validate:
      • Copilot panel
      • Knowledge suggestion
      • Canned response
      • Script trigger

    That is usually the correct way to validate the "Conversation transferred" rule behavior.



    ------------------------------
    Gabriel Garcia
    NA
    ------------------------------



  • 5.  RE: Question of My Agent Copilots Rules Engine "Conversation transferred" setting failure

    Posted 05-08-2026 14:33

    Thank you very much Gabriel!
    I did a quick test with the Agent A answered the call from Queue1, then transferred the call back to Queue1 and the Agent A first not on queue then set to on queue and pick up the transferred call. In this scenario KB, Canned response and Script, but none of them works. I will try your test scenario later which will need someone help to complete.  



    ------------------------------
    Francis Guo
    NA
    ------------------------------

    Original Message


Related Content