WarmTransfer
webex contact center · published

Transferring a digital conversation in Webex Contact Center

Verified 2026-09-15 · 12 sources · tier 2 · 1 disputed

Also known as Transfer conversation node, conversation transfer.

Disputed: 1 source below carries conflicting evidence.

A digital interaction transfer is configured inside flow design tools rather than the core contact centre setup documentation 7. When executed, the transfer is carried out by a Webex Engage API wrapped by a flow node 5.

How digital transfers work

The transfer node functions as a wrapper over the Transfer conversation API provided by Webex Engage, meaning that a digital transfer set up inside a Webex Connect flow is run by a separate product 5. The transfer node operates on a conversation identifier stored in a flow variable, which serves as the handle by which the digital interaction is transferred 2.

In the field, a digital conversation is transferred specifically to a team queue or a skill queue; the transfer node presents only these 2 targets and does not include an option to select an agent 11. Holding an interaction is handled separately: placing a digital conversation on hold relies on a distinct node using its own Engage API, making hold and transfer standalone operations rather than phases of a single action 4.

For authentication, Cisco recommends configuring the transfer node to use default authentication established in the Engage integrations settings 1. Updating authentication within that integrations screen refreshes the token across all nodes in every flow 1.

Node outcomes and output

In the field, the transfer node outputs 1 success outcome along with 6 named error paths: transfer failed, timeout, invalid data, middleware error, invalid choice, and authorization failure, plus an unnamed 7th Failure category handling other runtime issues 9. WarmTransfer's reading of the sources is that the timeout outcome reflects a lack of an API response within the configured time window, which leaves it undetermined whether the transfer succeeded and prevents a flow on that path from determining the conversation's state 10.

In the field, sibling nodes in this family use inconsistent naming conventions: the transfer node labels its successful outcome onConversationTransferred, whereas the hold node designates its success path as Success 8. Upon execution, the transfer node returns a single output variable containing a request identifier generated by Webex Engage, identifying the API request itself rather than the resulting conversation 12.

Documentation and availability

The end-to-end setup guide for digital channels in Webex Contact Center contains no mention of the word transfer, leaving digital transfer functionality documented exclusively within flow tools 7. Webex Contact Center digital channels are provided under controlled general availability, accessible only to customers who plan onboarding alongside Cisco's Solution Assurance team 3.

See also

See also Webex Connect digital channel flow orchestration. See also Webex Connect Flow Builder node reference. See also What a transferred call leaves behind across Cisco products.

Applicability

Applies to: Cisco Webex Connect. Deployments: multi-tenant. Sources checked 2026-09-15. The digital channels discussed are delivered under controlled general availability, requiring customer onboarding planning with Cisco's Solution Assurance team 3.

What remains uncertain

What contact centre reporting shows of a transferred digital conversation is not covered by the sources below. What an agent can transfer a conversation to from the desktop is not covered by the sources below. Whether a transferred conversation stays one object is not covered by the sources below. Whether an Engage conversation identifier joins to a contact centre record is not covered by the sources below. What the other Engage standalone nodes hold is not covered by the sources below.

See also

Related to

Referenced by

Sources

  1. 1
    Cisco recommends setting the node's authorization to a default authentication configured in Engage's integrations screen, because re-authenticating there updates the token for every node across every flow.
    Transfer conversation - WxEngage standalone · Transfer conversation node, Configuration, Node Runtime Authorization · Checked 2026-09-15
  2. 2
    The transfer node is addressed by a conversation identifier held in a flow variable, which is the identity a digital interaction is transferred by.
    Transfer conversation - WxEngage standalone · Transfer conversation node, Configuration, Conversation ID field · Checked 2026-09-15
  3. 3
    The digital channels are released in controlled general availability and only customers who have worked with Cisco's Solution Assurance team to plan onboarding can use them.
    Set up digital channels in Webex Contact Center · Set up digital channels in Webex Contact Center, About digital channels · Checked 2026-09-15
  4. 4
    Holding a digital conversation is a separate node from transferring one, with its own Engage API, so hold and transfer are independent operations on a conversation rather than stages of one.
    Hold conversation - WxEngage standalone · Hold conversation node, opening description · Checked 2026-09-15
  5. 5
    The transfer node is a wrapper over the Transfer conversation API from Webex Engage, so a digital transfer configured in a Webex Connect flow is executed by a different product.
    Transfer conversation - WxEngage standalone · Transfer conversation node, opening description · Checked 2026-09-15
  6. 6
    The transfer node's own configuration procedure instructs the reader to double-click the Fetch team working hours node, and it does so in both the team queue and the skill queue variants.disputed
    Transfer conversation - WxEngage standalone · Transfer conversation node, Configuration, step 2 of both variants · Checked 2026-09-15
  7. 7
    The Webex Contact Center article that sets up digital channels end to end does not contain the word transfer anywhere, so transferring a digital conversation is documented only in the flow platform and not in the contact centre's own setup material.
    Set up digital channels in Webex Contact Center · Set up digital channels in Webex Contact Center, whole article · Checked 2026-09-15
  8. 8
    The transfer node's success outcome is named onConversationTransferred and the hold node's success outcome is named Success, so two nodes of the same family documented on the same site use different conventions for the same position.field report
    Hold conversation - WxEngage standalone · Hold conversation node and Transfer conversation node, Node outcomes tables · Checked 2026-09-15
  9. 9
    The transfer node publishes one success outcome and six named error outcomes: transfer failed, timeout, invalid data, middleware error, invalid choice and authorization failure, with a seventh unnamed Failure category for any other runtime failure.field report
    Transfer conversation - WxEngage standalone · Transfer conversation node, Node outcomes · Checked 2026-09-15
  10. 10
    The timeout outcome means no API response was received within the agreed time, so it does not say whether the transfer happened, and a flow taking that branch cannot know the conversation's state.inferred
    Transfer conversation - WxEngage standalone · Transfer conversation node, Node outcomes, onTimeout · Checked 2026-09-15
  11. 11
    A digital conversation is transferred to a team queue or to a skill queue, and the transfer node offers those two targets and no option to name an agent.field report
    Transfer conversation - WxEngage standalone · Transfer conversation node, Route to a Team queue and Route to a Skill queue · Checked 2026-09-15
  12. 12
    The node's only output variable is a request identifier generated by Webex Engage, so what the flow gets back identifies the API call and not the transferred conversation.
    Transfer conversation - WxEngage standalone · Transfer conversation node, Output variables · Checked 2026-09-15

Documents

tier 2 current vendor documentation

Hold conversation - WxEngage standalone

Cisco Systems, Inc. (Webex Connect documentation) · accessed 2026-09-15

tier 2 current vendor documentation

Set up digital channels in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-08-19 · accessed 2026-09-04

tier 2 current vendor documentation

Transfer conversation - WxEngage standalone

Cisco Systems, Inc. (Webex Connect documentation) · accessed 2026-09-15

Cite this page

APA

WarmTransfer. (2026, September 15). Transferring a digital conversation in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-digital-channel-transfer

BibTeX

@misc{warmtransfer-wxcc-digital-channel-transfer,
  title  = {Transferring a digital conversation in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-digital-channel-transfer},
  note   = {Verified 2026-09-15}
}