Genesys Cloud - Main

Hi all,
Can we transfer an SMS interaction to External contact. when I tried to do blind transfer, I am not getting external contacts in the list. I am to transfer to Users and Queues only, am I missing any permissions?

Thanks

Hello

In order to transfer an interaction to an External Contact, you will need to make sure that you have the correct permission.

From https://help.mypurecloud.com/articles/transfer-digital-interaction/

Prerequisites

The following permissions:

• Analytics > Queue Observation > View permission
• To perform a blind transfer: Conversation > Communication > All
• To perform a blind transfer: Conversation > Communication > blindTransfer
• To perform a blind transfer to another agent: Conversation > Communication > blindTransferAgent
• To perform a blind transfer to an External Contact: Conversation > Communication > blindTransferExternal
• To perform a blind transfer to a queue: Conversation > Communication > blindTransferQueue

Hi all,
Can we transfer an SMS interaction to External contact. when I tried to do blind transfer, I am not getting external contacts in the list. I am to transfer to Users and Queues only, am I missing any permissions?

Thanks

I have assigned the above permissions to admin role and assigned the role to myself. But when I checked the permissions at user level I am not able to see "Conversation > Communication > blindTransferExternal" permission, but when I checked the role it has the permissions. and I am able to see "Conversation > Communication > blindTransfer" at user level.


When checked the permission at role level, it says "Blind transfer is allowed only to external destination"

but for "Conversation > Communication > blindTransfer" it just says "Blind transfer is allowed"

Hello

In order to transfer an interaction to an External Contact, you will need to make sure that you have the correct permission.

From https://help.mypurecloud.com/articles/transfer-digital-interaction/

Prerequisites

The following permissions:

• Analytics > Queue Observation > View permission
• To perform a blind transfer: Conversation > Communication > All
• To perform a blind transfer: Conversation > Communication > blindTransfer
• To perform a blind transfer to another agent: Conversation > Communication > blindTransferAgent
• To perform a blind transfer to an External Contact: Conversation > Communication > blindTransferExternal
• To perform a blind transfer to a queue: Conversation > Communication > blindTransferQueue

Hi all,
Can we transfer an SMS interaction to External contact. when I tried to do blind transfer, I am not getting external contacts in the list. I am to transfer to Users and Queues only, am I missing any permissions?

Thanks

I don't believe you can transfer an SMS integration to an external contact because they won't be able to log into your Genesys Cloud org to handle that interaction.  If you literally want the SMS message that you received to be bounced to an external contact, then I feel like you'll have to use a Data Action to call the Genesys Cloud Agentless SMS API and craft a new SMS message, using the original message body, and send it to them.

Alternatively you could send the SMS message body to them via email (Genesys Cloud Agentless Email API) or open a case/ticket in a 3rd party system and pass the SMS body onto them that way.

I have assigned the above permissions to admin role and assigned the role to myself. But when I checked the permissions at user level I am not able to see "Conversation > Communication > blindTransferExternal" permission, but when I checked the role it has the permissions. and I am able to see "Conversation > Communication > blindTransfer" at user level.


When checked the permission at role level, it says "Blind transfer is allowed only to external destination"

but for "Conversation > Communication > blindTransfer" it just says "Blind transfer is allowed"

Hello

In order to transfer an interaction to an External Contact, you will need to make sure that you have the correct permission.

From https://help.mypurecloud.com/articles/transfer-digital-interaction/

Prerequisites

The following permissions:

• Analytics > Queue Observation > View permission
• To perform a blind transfer: Conversation > Communication > All
• To perform a blind transfer: Conversation > Communication > blindTransfer
• To perform a blind transfer to another agent: Conversation > Communication > blindTransferAgent
• To perform a blind transfer to an External Contact: Conversation > Communication > blindTransferExternal
• To perform a blind transfer to a queue: Conversation > Communication > blindTransferQueue

Hi all,
Can we transfer an SMS interaction to External contact. when I tried to do blind transfer, I am not getting external contacts in the list. I am to transfer to Users and Queues only, am I missing any permissions?

Thanks

Hi,

Please check that You defined the "external contact" the "SMS enabled"

I don't believe you can transfer an SMS integration to an external contact because they won't be able to log into your Genesys Cloud org to handle that interaction.  If you literally want the SMS message that you received to be bounced to an external contact, then I feel like you'll have to use a Data Action to call the Genesys Cloud Agentless SMS API and craft a new SMS message, using the original message body, and send it to them.

Alternatively you could send the SMS message body to them via email (Genesys Cloud Agentless Email API) or open a case/ticket in a 3rd party system and pass the SMS body onto them that way.

I have assigned the above permissions to admin role and assigned the role to myself. But when I checked the permissions at user level I am not able to see "Conversation > Communication > blindTransferExternal" permission, but when I checked the role it has the permissions. and I am able to see "Conversation > Communication > blindTransfer" at user level.


When checked the permission at role level, it says "Blind transfer is allowed only to external destination"

but for "Conversation > Communication > blindTransfer" it just says "Blind transfer is allowed"

Hello

In order to transfer an interaction to an External Contact, you will need to make sure that you have the correct permission.

From https://help.mypurecloud.com/articles/transfer-digital-interaction/

Prerequisites

The following permissions:

• Analytics > Queue Observation > View permission
• To perform a blind transfer: Conversation > Communication > All
• To perform a blind transfer: Conversation > Communication > blindTransfer
• To perform a blind transfer to another agent: Conversation > Communication > blindTransferAgent
• To perform a blind transfer to an External Contact: Conversation > Communication > blindTransferExternal
• To perform a blind transfer to a queue: Conversation > Communication > blindTransferQueue

Hi all,
Can we transfer an SMS interaction to External contact. when I tried to do blind transfer, I am not getting external contacts in the list. I am to transfer to Users and Queues only, am I missing any permissions?

Thanks

yes, it is enabled

Hi,

Please check that You defined the "external contact" the "SMS enabled"

I don't believe you can transfer an SMS integration to an external contact because they won't be able to log into your Genesys Cloud org to handle that interaction.  If you literally want the SMS message that you received to be bounced to an external contact, then I feel like you'll have to use a Data Action to call the Genesys Cloud Agentless SMS API and craft a new SMS message, using the original message body, and send it to them.

Alternatively you could send the SMS message body to them via email (Genesys Cloud Agentless Email API) or open a case/ticket in a 3rd party system and pass the SMS body onto them that way.

I have assigned the above permissions to admin role and assigned the role to myself. But when I checked the permissions at user level I am not able to see "Conversation > Communication > blindTransferExternal" permission, but when I checked the role it has the permissions. and I am able to see "Conversation > Communication > blindTransfer" at user level.


When checked the permission at role level, it says "Blind transfer is allowed only to external destination"

but for "Conversation > Communication > blindTransfer" it just says "Blind transfer is allowed"

Hello

In order to transfer an interaction to an External Contact, you will need to make sure that you have the correct permission.

From https://help.mypurecloud.com/articles/transfer-digital-interaction/

Prerequisites

The following permissions:

• Analytics > Queue Observation > View permission
• To perform a blind transfer: Conversation > Communication > All
• To perform a blind transfer: Conversation > Communication > blindTransfer
• To perform a blind transfer to another agent: Conversation > Communication > blindTransferAgent
• To perform a blind transfer to an External Contact: Conversation > Communication > blindTransferExternal
• To perform a blind transfer to a queue: Conversation > Communication > blindTransferQueue

Hi all,
Can we transfer an SMS interaction to External contact. when I tried to do blind transfer, I am not getting external contacts in the list. I am to transfer to Users and Queues only, am I missing any permissions?

Thanks