Transfer Target Information

Transfer Target Information is the mechanism that enables a conversational AI system to hand off an active call or chat session to a live human agent or a different bot when human intervention is needed — either because the issue is too complex for automation or because the customer explicitly requests it. Once the transfer is executed, the original bot disconnects and the receiving party takes over the interaction.

During a transfer, the Conversational AI's transfer activity can forward key attributes — such as conversation context, customer data, and intent signals — to the target agent or bot. This ensures the receiving party has the full context needed to continue the interaction without requiring the customer to repeat themselves, preserving experience quality during the handover.

Key Points

• Enables smooth handoff from AI bot to live agent or alternate bot when needed
• Triggered by complexity of issue or explicit customer request for human assistance
• Forwards conversation attributes and context to the transfer target
• The originating bot disconnects once the transfer is completed
• Supports two transfer modes (e.g., blind transfer and warm/supervised transfer)

Why It Matters

No AI system handles 100% of interactions autonomously. Transfer Target Information ensures that when escalation occurs, it happens cleanly — with the right context passed to the right destination. Without it, agents receive cold transfers with no background, forcing customers to re-explain their issue and significantly degrading the customer experience.

Best-Practice Perspective

Cognigy recommends configuring Transfer Target Information to pass structured data payloads — including intent, sentiment, conversation transcript, and customer identifiers — to the receiving agent or system. This enables agents to immediately understand the situation and continue the conversation in context, reducing handle time and improving first-contact resolution.