The agent didn't transfer
The agent didn't transfer
First look at the conversation. A failure note tells you exactly why. No note at all usually means the destination wasn’t offered that turn — invalid destinations are skipped silently. Check, in this order:
- Another line. The destination answers on a different WhatsApp line, SMS number or Facebook Page. Fix: put both agents on the same line. In the agent’s Tools window, look for “Not on this agent’s line, so never offered here”.
- Inactive. The destination is switched off. Fix: turn it on.
- Direction. The conversation is inbound and the destination only does outbound (WhatsApp), or has no inbound binding on that number (SMS). Fix: make the destination Inbound or Inbound & outbound, or give it an inbound binding on the number.
- Tags. On WhatsApp, the customer is outside the destination’s client tag audience. Fix: widen the audience, or tag the customer.
- Limit. The conversation already had 5 transfers — reverted ones count. The note Transfer limit reached (5) is on the thread. Fix: none for this conversation; the next one starts at zero.
- Topic mismatch. The note says the customer’s topic does not match that agent’s scope. Fix: make the destination’s “when” cover what customers actually write.
- Aurora on SMS. Only Lumina agents can carry the tool or receive a transfer. Fix: use Lumina agents.
- No Page on Messenger. The destination isn’t connected to any Facebook Page, or doesn’t answer incoming messages. Fix: connect it to the conversation’s Page and turn on incoming messages.
- The tool isn’t attached. The agent that should transfer doesn’t carry the tool. Fix: Tools → tick it → save the agent.
It transferred when it shouldn't have
It transferred when it shouldn't have
The agent is treating “off-topic for me” as “the other agent’s topic”.Fix:
- Make each “when” a tight list of topics: “The customer asks about toll tags, top-ups or tag balance”, not “other questions”.
- Add the Alcance block to every agent that carries the tool — including the line for topics nobody handles.
- Test the edge cases in the Test tab: a would not transfer: topic_mismatch result is what you want for an unrelated question.
The customer got a greeting twice, or was told about the transfer
The customer got a greeting twice, or was told about the transfer
That shouldn’t happen: the receiving agent is told not to greet, not to introduce itself and not to mention the transfer.Fix: check both prompts for rules that override it — “Always start by greeting the customer”, “Tell the customer you’ll transfer them”. Scope greetings to the first message of the conversation only, and remove any instruction to announce a transfer.
The note says the transfer was undone
The note says the transfer was undone
The receiving agent failed before replying, so the original agent answered. The customer got a reply either way.Fix: test the receiving agent on its own. If it keeps failing, contact support with the conversation.
It works in the test chat but not with real customers
It works in the test chat but not with real customers
The test chat doesn’t check the direction or the client tag audience. A live conversation does.Fix: check the destination’s direction and tag audience against the real conversation.
The customer never goes back to the first agent
The customer never goes back to the first agent
There’s no automatic return.Fix: attach the same transfer tool, listing both agents, to both agents.
A WhatsApp notice to a person after a human handoff didn’t arrive? See Human handoff notices troubleshooting.
Still stuck
Contact support
Include the agent’s name, the conversation, and the exact note you see on it.