This is really helpful! I think it will even help us better control the transfer permission and reduce risk of transfers to a queue from another division. Thanks again!
Original Message:
Sent: 06-09-2025 14:54
From: Sabyasachi Pradhan
Subject: Decompose Transfer Permissions
We had an announcement in April around this - https://help.mypurecloud.com/announcements/more-granular-control-over-agent-transfer-permissions/
On your question. Things you all are doing will continue as-is. ( We are in the process of backfilling blindTransfer and consultTransfer permissions in all our orgs to make sure things work as-is ). After this you can decide if shutting down transfers to certain destinations is a business need and based on that you can start leveraging just the granular permissions.
Only if you decided to
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Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
Original Message:
Sent: 06-09-2025 07:17
From: Ekaterina Kononova
Subject: Decompose Transfer Permissions
Hi, Sachi!
Thank you for sharing this information. I haven't seen it yet in release notes or annoucements, but good that I ran into this thread.
In our company we use cold transfer from agent to queue with increasing priority on a transferred interaction. How will our setup be impacted by this change? will we still be able to transfer to queue? In addition we use direct transfer in exceptional situations, as well as transfer to another phone number/email address.
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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
Original Message:
Sent: 06-06-2025 08:48
From: Sabyasachi Pradhan
Subject: Decompose Transfer Permissions
Its a mix of both - qualitative feedback and user voting. With blind transfers today, an agent can transfer an interaction to another agent directly. If the agent doesn't pick up or is busy with something else it leads to a bad situation for the customer. Thus the ask to make sure that blind transfers only work for queues. These new permissions enable that. But quite a few of our big name beta customers went even further. They want transfers to be done only via warm and have completely shut down cold transfers.
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Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
Original Message:
Sent: 06-06-2025 02:34
From: Daniel Possekel
Subject: Decompose Transfer Permissions
Hi, me again. You are implicitly stating, that the majority of Genesys customer is using a warm transfer for each media, right? Else you wouldn't have started to work on this 'improvement'. Does this fact come with some underlying research or user voting?
I am highly interested to see, how these 'high volume' customer operate. Let me be clear about my concern: a warm transfer blocks two agents plus does it require additional ring time and/or high agent availability (potentially achieved by media capacity increase???)! ...and this also during off peak hours. Is this a given context for the majority of your customer? It is definitely not our operating reality!
Having this said the solution and your argumentation still doesn't convince me... Looking forward to see what comes next.
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Daniel Possekel
Business Analyst
Original Message:
Sent: 06-05-2025 11:05
From: Sabyasachi Pradhan
Subject: Decompose Transfer Permissions
BlindTransfer and its target specific permissions can only be used to control transfers based on targets. If an agent has no BlindTransfer permissions, they cannot BlindTransfer a call nor an email. If they have only blindTransferQueue permissions (as an example) , then they can transfer it only to a Queue ( either voice or email or message ).
This has been the approach since the beginning of the feature. The vast majority of pain points dealt with shutting down Blind Transfers completely or only enabling transfers to Queues. Its unfortunate it took so long due to some gaps we found in the implementation late in the game but breaking up permissions by target was always the plan.
On adding another permission to segment by media, it will depend on if the majority of our customer base needs it. If there is enough need, we will likely do it but nothing has been planned around it for now.
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Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
Original Message:
Sent: 06-05-2025 02:23
From: Matthieu Frys
Subject: Decompose Transfer Permissions
Ok... so the 'blind transfer' permission will not be used in way that agent won't be able to transfer anymore Mail...
I understand it will be the next step, be we are waiting for more that a year and a half for that feature, so we can expect it have been thinking on a complete 360 view... So we can imagine blind transfer per media for 2030 ? (Sorry, but my client will ask me how Genesys is able to do something like that, and i will have no answer !)
Thanks !
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Matthieu Frys
Principal Professional Services Consultant
Original Message:
Sent: 06-04-2025 14:23
From: Sabyasachi Pradhan
Subject: Decompose Transfer Permissions
If I want to limit a voice transfer to 'consulted/warm transfer only', I need to remove the 'blind/cold transfer', right?
[SP] Thats right.
But could an agent do a 'blind transfer' on email still?
[SP] Unfortunately no. Removing the BlindTransfer permission will remove that capability for all media types ( voice as well as email ) ..
But as I said, applying permissions by media type in addition to target type could be an next step even for blind transfers.
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Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
Original Message:
Sent: 06-04-2025 11:35
From: Daniel Possekel
Subject: Decompose Transfer Permissions
Hi @Sabyasachi Pradhan, THX for replying so quickly. With your comment I had a 2nd read and noticed that I had missed this caption "Consult Transfer (Voice Only)". So one of my concerned went away, while another remains: If I want to limit a voice transfer to 'consulted/warm transfer only', I need to remove the 'blind/cold transfer', right? But could an agent do a 'blind transfer' on email still?
Sorry, if my question is complete nonsense - I mainly judge from a business perspective, as I still grow into Genesys Cloud since a few month.
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Daniel Possekel
Business Analyst
Original Message:
Sent: 06-03-2025 11:01
From: Sabyasachi Pradhan
Subject: Decompose Transfer Permissions
Differing by media type will happen but from where we were starting with no granular permissions, setting up granular permissions based on target destinations was the logical next step. As we add consulting for digital channels as part of another feature, these will be media specific ( not tied to voice consulting permissions) .
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Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
Original Message:
Sent: 06-03-2025 06:22
From: Daniel Possekel
Subject: Decompose Transfer Permissions
I just stumbled into this thread through a community newsletter subscription. And I also bookmarked the idea, mentioned above as I am keen on experiencingf some improving maturity. Coming from Genesys Engage, where we could customize all the UI elements (WDE) and having some experience from my work in a contact center I would state that it is quite obvious that the permissions differ for media type. Who wants to forward a text based conversation like a chat or email/task via 2-step-transfer?! While it is straight forward to force a warm transfer for voice I would regard it as widely useless to force this for non voice interactions. With the solution approach you pretty much glue this together. Why?
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Daniel Possekel
Business Analyst
Original Message:
Sent: 06-02-2025 09:49
From: Sabyasachi Pradhan
Subject: Decompose Transfer Permissions
This will be media agnostic. Taking away Blind Transfer permission will prevent that capability for all media channels ( email, message, etc ).
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Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
Original Message:
Sent: 06-02-2025 04:35
From: Matthieu Frys
Subject: Decompose Transfer Permissions
Hi Sachi,
Great to have details.
But on that explanation i do not read anything about impact on medias.
My point : If we remove the Blind transfer Permission to force users to use Consult, how is it impacting Mail, and Message transfer ?
Thanks,
Matt
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Matthieu Frys
Principal Professional Services Consultant
Original Message:
Sent: 05-16-2025 17:05
From: Sabyasachi Pradhan
Subject: Decompose Transfer Permissions
Context
This post follows up on https://community.genesys.com/discussion/transfers-roadmap-including-new-transfer-apis. Since then, we identified gaps in our implementation, leading to the development of a new set of APIs and associated permissions. These new APIs and permissions are now implemented, and we plan to roll out UI updates to leverage these transfer APIs as part of https://genesyscloud.ideas.aha.io/ideas/INB-I-915.
Here are the main updates anticipated by the end of June.
Overview & Business Value
The goal of this initiative is to provide administrators with granular control over agent transfer capabilities within Genesys Cloud. Previously, all agents inherently possessed transfer permissions without restriction, limiting flexibility and control. This project introduces fine-grained permissions for blind and consult transfers by target type (Agent, Queue, External Contact), thus enabling tailored agent access, improving routing fidelity, and ensuring regulatory or operational compliance.
To ensure a seamless transition, all existing users with transfer capabilities will be backfilled with blindTransfer and consultTransfer permissions by default.
However, we encourage all customers to review their role configurations and explicitly assign blindTransfer and consultTransfer permissions to any roles that require transfer functionality, to maintain clarity and future-proof access control.
Strategic Background
Historically, our transfer APIs did not have any permissions associated with them.This update addresses that by decomposing the transfer permission model, aligning with enterprise-grade access requirements. These changes are foundational to improvements being developed in the transfer UI and across agent experiences including embedded frameworks and scriptor interfaces.
New Permissions Introduced
New permissions are grouped by transfer type and target:
Blind Transfers
conversation > communication > blindTransfer
conversation > communication > blindTransferAgent
conversation > communication > blindTransferQueue
conversation > communication > blindTransferExternalContact
Consult Transfers
conversation > communication > consultTransfer
conversation > communication > consultTransferAgent
conversation > communication > consultTransferQueue
conversation > communication > consultTransferExternalContact
The general blindTransfer and consultTransfer act as catch-alls; best practices recommend only assigning granular permissions to reduce unauthorized actions.
New API's Introduced
Blind Transfer
POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/agent
POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/queue
POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/contact/external
POST /api/v2/conversations/{conversationId}/participants/{participantId}/transfer
Consult Transfer (Voice Only)
POST /api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult/agent
POST /api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult/queue
POST /api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult/contact/external
POST /api/v2/conversations/calls/{conversationId}/participants/{participantId}/voice/consult
Agent UI Updates
All user interfaces will adopt the aforementioned APIs for transfers and will block transfers if agents lack the necessary permissions.
For instance, in a Voice ACD Call, agents require the following permissions to perform transfers using each of these controls (1-4). For digital interactions the same pattern will follow for transferring to agents and queues.
(1)Agent Tab
(2)Queue Tab
(3)External Contacts Tab
(4)Free Form Transfer (Arrow icon)
Note: These are permissions that enable all target types for a given transfer mode if the granular ones are not specified.
Admin and Agent Use Cases
Admins can now:
Agents attempting transfers without the appropriate permissions will receive a generic "Permissions error" toast notification to ensure clarity without compromising security.
Migration & Backward Compatibility
To ensure a seamless transition, all existing users with transfer capabilities will be backfilled with blindTransfer and consultTransfer permissions by default.
However, we encourage all customers to review their role configurations and explicitly assign tblindTransfer and consultTransfer permissions to any roles that require transfer functionality, to maintain clarity and future-proof access control.
#API/Integrations
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures
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Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
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