Features

Hi Michael

Thanks for raising this, you're right that there's a restriction here, and it's worth a bit of context.

User-to-user transfers to agents in a Dynamic Nailup campaign aren't supported today. It's a known technical limitation from when Dynamic Nailup was originally built, the call-handling model for a Dynamic Nailup user (offer/accept rather than permanently nailed up) didn't fit cleanly with the agent-to-agent transfer mechanic at the time. Transfers landing on Dynamic Nailup users from queues or IVRs do work, which is why the experience is inconsistent.

The platform has moved on since that decision was made, so it's a fair question whether the limitation still needs to be in place. I'll log this as a feature request to review.

Usual caveat: feature requests sit in the backlog and are prioritised based on demand across the customer base.

Thanks,
Drew

Status updated to 'Under review'

'User Call Transfer with Dynamic Nail-up' has been merged into this Feature