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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? 

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.

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? 

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? 

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.

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?