Conditional Transfer

Route calls to different destinations based on what the caller needs

Overview

The Conditional Transfer node is an intelligent routing hub that directs callers to the right place based on their spoken requests. Instead of asking callers to press numbers on a menu, you define trigger phrases that the AI understands, and it automatically routes calls to the appropriate destination.

Use this node when you need to handle multiple caller intents in a single flow - like routing sales inquiries to your sales team while sending support questions to tech support.

Configuration

Transfer Rules

Type: List of rules Required: At least one rule

Each transfer rule tells the system when and where to route a call. Add multiple rules to handle different caller needs.

For each rule, configure:

Trigger Phrase

Type: text Required: Yes

The phrase that, when detected in the caller’s speech, triggers this routing rule. The AI understands natural variations, so “talk to sales” will also match “I need to speak with someone in sales” or “connect me to your sales department.”

Examples:

talk to sales
technical support
billing question
cancel my account
speak to a manager

Route To (Destination)

Type: select (dropdown) Required: Yes

The node in your flow where calls matching this rule should be sent. The dropdown shows all nodes currently connected as outputs from the Conditional Transfer node.

To add destinations:

1. Connect nodes to the Conditional Transfer node on the canvas
2. Return to the properties panel
3. Select the connected node from the dropdown

How It Works

1. Caller speaks their request - The previous node (usually a Query Processor) captures what the caller needs
2. AI analyzes intent - The system compares the caller’s request against all your trigger phrases
3. Best match is selected - The rule that most closely matches the caller’s intent is chosen
4. Call is routed - The caller is seamlessly transferred to the destination node for that rule

Connection Rules

Important: Each output connection should correspond to one of your transfer rules. The destination dropdown only shows nodes you have connected on the canvas.

Examples

Basic Example: Sales vs Support

Route callers to either sales or support based on their needs.

Configuration:

Rule 1:

• Trigger Phrase: talk to sales
• Route To: Sales Transfer (a Transfer node connected to your sales number)

Rule 2:

• Trigger Phrase: technical support
• Route To: Support Transfer (a Transfer node connected to your support number)

Flow structure:

Start Node --> Query Processor --> Conditional Transfer --> Sales Transfer
                                                       --> Support Transfer

Advanced Example: Multi-Department Routing

Handle multiple departments and scenarios in a single flow.

Configuration:

Rule 1:

• Trigger Phrase: billing or payment question
• Route To: Billing Team

Rule 2:

• Trigger Phrase: technical support or computer problem
• Route To: Tech Support

Rule 3:

• Trigger Phrase: sales or new service
• Route To: Sales Team

Rule 4:

• Trigger Phrase: cancel or close account
• Route To: Retention Team

Rule 5:

• Trigger Phrase: speak to manager or escalate
• Route To: Supervisor Line

Example: Routing with Multiple Outcomes

Combine routing with other node types for complex flows.

Configuration:

Rule 1:

• Trigger Phrase: general question
• Route To: FAQ Response (a TTS Response node with common answers)

Rule 2:

• Trigger Phrase: speak to someone
• Route To: Human Transfer (a Transfer node)

Rule 3:

• Trigger Phrase: done or goodbye
• Route To: End Call (an End node with a farewell message)

Best Practices

• Use specific trigger phrases - “billing question” works better than just “help” because it clearly identifies the intent
• Consider natural variations - Think about how real callers phrase requests. The AI understands variations, but clearer base phrases perform better
• Keep rules distinct - Avoid overlapping phrases like “sales help” and “help with sales” which might cause confusion
• Always have a fallback - Consider adding a general “speak to representative” rule as a catch-all for unmatched intents
• Connect destinations first - Build your flow structure on the canvas, then configure the routing rules
• Test with real phrases - Use the chat tester to verify your rules match the way customers actually speak

Common Issues

”No destination nodes available in dropdown”

Solution: You need to connect nodes on the canvas before you can select them as destinations. Draw connection lines from the Conditional Transfer node to your destination nodes (Transfer, End, TTS Response, etc.), then return to the properties panel.

”Callers are being routed to the wrong destination”

Solution: Your trigger phrases may be too similar or overlapping. Make each phrase more specific and distinct. For example, change “support” to “technical support” and “sales” to “new sales inquiry” to reduce ambiguity.

”Callers are not being routed anywhere”

Solution: Ensure you have at least one transfer rule configured with both a trigger phrase and a destination selected. Check that the destination nodes are still connected on the canvas.

”Multiple rules seem to match”

Solution: The AI selects the best-matching rule, but if phrases are very similar, results may vary. Make your trigger phrases more specific or combine similar intents into a single rule.

Related Nodes

• Transfer Node - Use as a destination to route calls to a specific phone number. Often connected as an output from Conditional Transfer.
• Query Processor - Typically placed before Conditional Transfer to capture and analyze caller intent. The Query Processor listens to what the caller says, then the Conditional Transfer routes based on that input.
• TTS Response - Can be used as a destination for simple, automated responses that do not require human transfer.
• End Node - Use as a destination when the caller indicates they are done or want to end the call.

Use the Conditional Transfer node to create intelligent, conversational call routing that feels natural to your callers while ensuring they reach the right team quickly.