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Use Transfer Flow to continue an active call in another inbound flow for the same agent. The call stays connected, and the target flow begins at its Start Flow trigger. Use Transfer Call instead when the call should leave Phonely for a phone destination. Use a Global Flow when an intent should be reachable throughout the conversation rather than from a specific Transfer Flow block.

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How Transfer Flow routes

Transfer Flow requires at least one destination:
  • With one destination, the call enters that flow directly.
  • With multiple destinations, Phonely uses each target flow’s Transition Condition to choose a destination and may ask clarifying questions.
The source flow does not continue after Transfer Flow. The call continues from the selected target flow instead. A Transition Condition belongs to the target flow. Editing it updates every place that uses the same flow for intent-based routing.

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Configure destinations

Under Available Sub-Flows, select the inbound flow the call should enter. Select Add Flow Destination to add another target. When the block has multiple destinations, enter a distinct Transition Condition for each one. Describe the caller need that should route to the flow, not what the flow does after the transfer. For example: Avoid conditions that overlap without explaining the difference. Select View flow to open the target flow on the canvas.

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Prepare the target flow

The target flow controls the conversation after the transfer. Review its Start Flow connection, flow settings, and downstream routes before using it as a destination. Turn on the target flow so it is available during normal calls. Set a Switch Message when the agent should acknowledge the transition as the call enters the target flow.
Transfer Flow keeps the call active, but flow-specific variables do not carry from the source flow to the target flow. Design the target flow to collect or retrieve the data it needs.
For caller feedback during the transfer and outcome reporting, see Common Block Settings.

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Test the routing

Publish changes to the source and target flows, then test every destination from the source flow. For an inbound source, Web Chat is the quickest way to try clear and ambiguous requests. For an outbound source, use Place Phone Call. Confirm that Phonely enters the intended flow or asks an appropriate clarifying question. Use Web Call or Place Phone Call when you need to hear the transition and Switch Message. After the test, open Call Details, select Blocks, and expand Transfer Flow to confirm the target flow.

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Troubleshooting

Compare the destinations’ Transition Conditions. Make each condition specific and mutually distinguishable, then retest clear and ambiguous requests.
Confirm that the target flow is turned on and still selected in Transfer Flow. Publish changes to both flows, then test again from the source flow.
Transfer Flow lists inbound flows for the same agent. Confirm that the flow belongs to the agent and was created as an inbound flow.
Variables created in the source flow are not available in the target flow. Collect the value again or retrieve it within the target flow.
Last modified on July 17, 2026