Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 10-15-2025 10:27
From: Lyndon Harris
Subject: Transfer in AI Guides
@Brian Jones Thank you for this reply! I've been going round in circles like the OP and thought there was an issue my end. I'll now sit and wait for the required update like the rest of us.👍
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Lyndon Harris
Original Message:
Sent: 09-26-2025 11:20
From: Brian Jones
Subject: Transfer in AI Guides
@Catherine DUPIRE - Join the club on this one, haha. What you're experiencing is consistent with feedback the rest of us have shared in this other community post. Word on the [Genesys] street though is they will be releasing an updated version of AI Guides in October that should address issues like the one you/we have raised.
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Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 09-25-2025 04:35
From: Catherine DUPIRE
Subject: Transfer in AI Guides
yes but the behaviour is quite strange. Whatever there is in my guide, it seems that it recognize the "transfer" choice and stays in the guide.
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Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
Original Message:
Sent: 09-24-2025 13:23
From: Antti Mikkola
Subject: Transfer in AI Guides
I assume you end your Guide with
* End the conversation
It should then return to the flow where you called your guide.
Have you checked the Resource Center documentation? https://help.mypurecloud.com/articles/ai-guides-overview/
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Antti Mikkola
Common Product Manager
Telia Company
Original Message:
Sent: 09-24-2025 10:30
From: Catherine DUPIRE
Subject: Transfer in AI Guides
I tried to do that, but it seems that , as the client says "I'd like to talk to an agent", the guide answers "yes, of course, wait a moment I transfer you to an agent", and it does not return to the flow.
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Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
Original Message:
Sent: 09-24-2025 05:55
From: Antti Mikkola
Subject: Transfer in AI Guides
Hi,
I think you need to return to the flow and transfer to ACD in the flow. You might use output variables in Guide to return "the transfer intent" from Guide to the Flow.
Antti
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Antti Mikkola
Common Product Manager
Telia Company
Original Message:
Sent: 09-24-2025 05:09
From: Catherine DUPIRE
Subject: Transfer in AI Guides
I am using AI guides in my bot.
In teh conversation, I would like the guide to propose to be transfered to a human agent.
It doesn't work, I can't find the correct syntax, can anyone help me please ?
- either jump to a task of the bot : is it possible ? what syntax in the guide ?
- either directly transfer to a queue : is it possible ? what syntax in the guide ?
- either consider the intent "transfer" : i sit possible ? what syntax in the guide ?
I tried several syntax, each time the guide answers me "yes, of course, please wait while I transefr you". And nothing happens.
I suppose my syntax is wrong. Or just maybe it's not possible ?? (which would be a real problem for us)
Any help would be appreciated 😊, thanks
Catherine
#ConversationalAI(Bots,VirtualAgent,etc.)
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Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
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