Genesys Cloud - Main

In this video, @Takakiyo Ikari discusses a new feature "Control agent transfer capabilities via permissions "

Administrators can now manage an agent’s ability to transfer interactions through permissions. This enhancement provides more granular control over which transfer methods agents may use and the destinations they are allowed to transfer to when working in the Genesys Cloud desktop, web, or embedded framework interfaces. Genesys has also retroactively applied new transfer-related permissions to existing organizations. To ensure transfers continue to operate as expected across agent roles, administrators may wish to confirm that the following permissions are appropriately assigned:

• Conversation > Communication > Blind transfer is allowed (conversation:communication:blindTransfer)
• Conversation > Communication > Consult transfer is allowed (conversation:communication:consultTransfer

Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/december-15-2025/

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