Upcoming changes to Flow Builder: Transfer to agent step

In January 2023, we’ll be making changes that will decouple some functionality from the Transfer to agent step type.

This update will remove the following functionality from the Transfer to agent step type:

• Initial message display. Instead of including an initial message in the step definition, you can use the Send message step type to add a bot comment before transferring a customer to an agent.
• Customer data capture. The new Ask for details step type allows you to reference custom ticket fields to gather useful information from your end users at any point inside an answer flow.

The Transfer to agent step will continue to include optional ticket tags and a final bot message before passing the conversation off to an agent.

All existing Transfer to agent steps used in answer flows will automatically be updated. The customer data capture section will become an Ask for details step, and the initial message display will become a Send message step.

There is no action required on your end and there will be no impact to the end user experience.