Customize the Destination List for Messaging Session Transfers

Customize the list of transfer destinations to only show the destination types that apply when transferring Bring Your Own Channel for CCaaS Messaging sessions from the Conversation component. These instructions are for implementations with partner-owned routing (ConversationChannelDefinition.routingOwner is Partner).

During an in-progress Messaging session, reps can transfer a Messaging end user to any of these transfer destination types:

  • Agent
  • Queue
  • Flow
  • Others

Select a transfer destination type

By default, the widget displays all transfer destination types, giving reps the option to transfer a conversation to a specific rep, queue, flow, or external contact (others).

To customize the list so that only certain transfer destination types appear, using the Service Cloud Connector API, set the value of contactTypes in ContactsResult to the list of transfer destination types you want to appear in the Omni-Channel widget. If contactTypes isn't set, all transfer destination types are listed in the widget for agents to pick from.

See Also