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Setup Example: Transfers

DFC is highly customizable, so your setup may differ from this example. The steps below show how to configure transfers.

Transfers define where a transfer sends a contact. Each transfer item maps a transfer identifier to a destination, typically pointing at a routing destination or queue item, plus the message played when the transfer happens. Contact flows query the transfer data at runtime instead of relying on hard-coded routing logic, so retargeting a transfer is a data change, not a flow change.

A typical transfer item includes:

Field What it stores
ID (primary) The identifier flows use to look the transfer up.
Routing destination A required Reference field linking to the item the contact is transferred to (for example, a queue item).
Transfer Message The message associated with the transfer.

Your instance's exact entity name and fields are set by its schema.

Before You Begin

  • You need item edit permission on the entity. See Managing DFC Permissions.
  • Adding new transfers requires at least the Item Creator permission level.
  • Changes are submitted as a change request and take effect once approved.
  • The destinations a transfer can point at must already exist as items in the entity.

Step-by-Step Instructions

Reviewing Your Transfers

  1. In the DFC Browser, select the transfer entity in the left panel.
  2. Review the table of items and their details.
  3. The Defaults panel above the table holds the entity's default property values and the fallback a flow receives when it queries the entity without naming a specific transfer.

Changing a Transfer's Destination

  1. Open the item from the items table. The editing tray opens and is fully editable.
  2. Click the routing destination dropdown and select an item from the entity.
  3. To review what the transfer currently points at, click the open icon next to the field. It takes you to the referenced item.
  4. Click Save and review your changes.

Editing the Transfer Message

  1. Open the item from the items table.
  2. Edit the transfer message field. If the field is a Prompt field, the SSML editor opens.
  3. Click Save and review your changes.

Adding a Transfer

  1. In the entity view, click + Item.
  2. Fill in the fields according to the schema: at minimum the primary key and the required routing destination.
  3. Click Save.

Verifying a Transfer

Use Path Tester in the DFC Browser sub-header to preview exactly what a contact flow receives when it queries the transfer.

Reviewing and Submitting Your Changes

  1. Click Save. The Are you sure? dialog lists every pending change.
  2. (Optional) Enter a Change Request Description.
  3. Set the Change Request Criticality. The default is Normal.
  4. (Optional) Set Schedule For Later to schedule the change.
  5. Click Yes, Submit Changes.

A change request is created and routed through the standard DFC approval flow. Your changes apply once they are approved.