> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/webagent/configure-webagent-consultative-skill-transfer.md).

# Configure consultative skill transfer for WebAgent

Configure a searchable endpoint route so WebAgent users can consult a route that reaches a target skill.

WebAgent supports blind skill transfer as a separate action. Consultative transfer and delight consults use a different setup model: the user consults a searchable route, and that route reaches the intended skill.

WebAgent users do not consult a skill directly. They search for a Department, contact, or endpoint that routes to the intended skill, start the consult with that target, and then complete or cancel the transfer according to the conversation outcome.

Use this page to prepare an endpoint-based route that WebAgent users can find during a consultative transfer.

## Before you begin

Confirm the following items before you make the route available to users:

* The target skill exists and can receive the relevant voice conversations.
* A Department, contact, or endpoint can route conversations to that skill.
* The route is different from the endpoint that is already connected to the active conversation.
* WebAgent contact search is configured for the environment, and the route can be returned by the configured contact sources.
* You have the required administrative access to change the relevant routing, endpoint, directory, or contact-source configuration.

{% hint style="warning" %}
Do not copy tenant-specific identifiers, endpoint numbers, email addresses, or secret-like values from another environment. Use the values assigned for the customer environment.
{% endhint %}

## Setup model

The setup has three parts:

1. **Create or confirm an endpoint route to the skill.** The endpoint must be configured so that it reaches the intended skill.
2. **Make the route searchable in WebAgent.** The route must be available through the environment's configured WebAgent contact sources so that agents can find it while transferring an active call.
3. **Tell users which searchable target to select.** Users perform the normal WebAgent transfer flow after the route appears in search.

After these parts are in place, users follow the normal WebAgent consultative-transfer flow and select the searchable route. The route, not a direct skill target, is what connects the consult to the intended skill.

## Step 1: Make the skill reachable through an endpoint

1. Identify the skill that must receive the consultative transfer.
2. Confirm whether the skill is already reachable through an existing main endpoint. If it is, you can use that existing endpoint route where it is not the endpoint already connected to the active conversation.
3. If a separate endpoint is required, coordinate endpoint provisioning through the customer's normal Dialogue Cloud support or implementation channel, such as the AnywhereNow representative or implementation team assigned to the customer.
4. Configure the endpoint as the modality endpoint or equivalent endpoint route used for the skill in the customer environment.
5. Assign the preferred skill to the endpoint route.
6. Confirm that the endpoint route is not the same endpoint that receives the original conversation.

{% hint style="info" %}
Use exact endpoint-provisioning steps and endpoint-type selections only when those controls are confirmed for the customer environment. On-premises endpoint-creation procedures are not part of this Dialogue Cloud administration guidance.
{% endhint %}

### Availability for out-of-hours transfer targets

If the target skill must be reachable at all times, confirm whether the endpoint route supports an availability setting such as `Always on`. Enable a 24/7 availability setting only when the setting exists for the route type and is approved for the customer environment.

## Step 2: Make the endpoint searchable in WebAgent

Configure the route so that WebAgent contact search can return it for users who perform consultative transfers.

Depending on the environment, searchability can depend on one or more configured contact sources, such as directory contacts, contact-service data, CRM/contact integrations, and valid phone or endpoint data. Confirm the active contact-search design before adding or changing objects.

For Dialogue Cloud environments that use Microsoft directory-backed search, the route is commonly represented as one of these object patterns:

| Pattern                | Use when                                                                             | Required routing data                                                                                                            |
| ---------------------- | ------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------- |
| Organizational contact | The endpoint should appear as a searchable contact rather than as a sign-in account. | A searchable display name and an office phone value that maps to the endpoint number.                                            |
| User account           | The endpoint should appear as a searchable user object in the directory.             | A searchable display name, a username in the tenant's domain format, and an office phone value that maps to the endpoint number. |

### Organizational contact pattern

Use this pattern only when the customer's Microsoft directory and WebAgent contact-search configuration are confirmed to return organizational contacts.

Configure the contact with values assigned for the customer environment:

| Field        | What to enter                                                                                                                                        |
| ------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------- |
| Display name | The searchable name users should select in WebAgent, for example `<Skill transfer display name>`.                                                    |
| Email        | A tenant-appropriate placeholder address if the directory requires one. Do not use another customer's address. This value is not the routing target. |
| Office phone | The phone number assigned to the endpoint route. This value maps the search result to the endpoint users must consult.                               |

### User account pattern

Use this pattern only when the customer's Microsoft directory and WebAgent contact-search configuration are confirmed to return user accounts for this purpose.

Configure the user account with values assigned for the customer environment:

| Field        | What to enter                                                                                                                                            |
| ------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Display name | The searchable name users should select in WebAgent, for example `<Skill transfer display name>`.                                                        |
| Username     | A tenant-appropriate user principal name, for example `<skill-transfer-route>@<customer-domain>`. Do not use another customer's domain or account value. |
| Office phone | The phone number assigned to the endpoint route. This value maps the search result to the endpoint users must consult.                                   |

Some environments require an Exchange Online-enabled license for directory user objects to appear through Microsoft Graph People API search. Environments on DC2024.02 or later can also search through Microsoft Graph User API where that capability is enabled. Confirm which search path, license requirement, and permission model apply before creating or changing the account.

{% hint style="warning" %}
Do not copy Microsoft 365 Admin Center or Microsoft Entra ID object-creation steps from another environment without product or support confirmation. Exact object type, licensing, directory permission, Microsoft Graph search path, and synchronization behavior can vary.
{% endhint %}

### Synchronization timing

Directory and contact-source changes might not be visible to WebAgent immediately. Plan validation with enough time for the configured contact source to refresh. Where the customer's Microsoft directory design confirms a longer propagation window, allow for the documented delay, which can be up to 24 hours in some directory-backed scenarios.

## Step 3: Tell users to use the normal transfer flow

After the endpoint route is searchable, users perform the normal WebAgent consultative-transfer steps from an active call:

1. Start the transfer or consult action from the active conversation.
2. Search for the display name assigned to the endpoint route.
3. Select the searchable contact, Department, or endpoint that routes to the target skill.
4. Continue the consult, then complete, cancel, or disconnect the consult according to the conversation outcome.

Do not instruct users to search for a skill as a direct consultative-transfer target unless the product configuration for the environment explicitly exposes that target through a searchable route.

## Validate the setup

1. Confirm that the Department, contact, or endpoint appears in WebAgent contact search for a test user with the expected access.
2. Confirm that the search result contains the phone or endpoint data that maps to the endpoint route.
3. Confirm that the route sends the consultation to the intended skill.
4. Test from a conversation that is connected through a different endpoint than the target route.
5. Confirm that users know which searchable name to select during the consultative-transfer flow.

If the route does not appear in search, check the contact-source configuration, directory or CRM/contact data, phone or endpoint data, and user access for the Unified Contact Center (UCC) before asking users to retry.

## Limitation: do not consult the endpoint already connected to the conversation

A consultative skill-transfer route must point to a different endpoint than the endpoint already connected to the active conversation. Treat this as part of the design and validation checklist.

### Scenario: same endpoint

1. A conversation starts on the main endpoint of `UCC 1`.
2. An agent accepts the conversation in WebAgent.
3. The agent searches for the main endpoint of `UCC 1` and tries to consult or transfer to it.

**Result:** the consult or transfer is not a valid target because the conversation is already connected to that endpoint.

### Scenario: different modality endpoint

1. A conversation starts on the main endpoint of `UCC 1`.
2. An agent accepts the conversation in WebAgent.
3. The agent searches for `Modality Endpoint 1` of `UCC 1` and tries to consult or transfer to it.

**Result:** the consult or transfer can work because the modality endpoint is not already connected to the conversation, provided the route is configured, searchable, and allowed for the user.


---

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