TransferToQueue

Transfer the contact to an agent queue for handling by an agent.

Signatures

// Static queue name
IFlowBuilder TransferToQueue(string queueName, string? identifier = null)

// Dynamic queue from attribute
IFlowBuilder TransferToQueueDynamic(string attributePath, string? identifier = null)

Parameters

Parameter	Type	Required	Description
queueName	string	Yes	Name or ARN of the queue
attributePath	string	Yes	JSONPath to attribute containing queue ARN
identifier	string?	No	Optional identifier for the action

Examples

Basic Transfer

Flow.Create("Simple Transfer")
    .PlayPrompt("Transferring you to support.")
    .TransferToQueue("SupportQueue")
    .Disconnect();

Menu-Based Routing

Flow.Create("Menu Routing")
    .GetCustomerInput("Press 1 for Sales, 2 for Support, 3 for Billing.")
        .OnDigit("1", sales => sales
            .PlayPrompt("Transferring to Sales.")
            .TransferToQueue("Sales")
            .Disconnect())
        .OnDigit("2", support => support
            .PlayPrompt("Transferring to Support.")
            .TransferToQueue("Support")
            .Disconnect())
        .OnDigit("3", billing => billing
            .PlayPrompt("Transferring to Billing.")
            .TransferToQueue("Billing")
            .Disconnect())
        .OnDefault(def => def
            .TransferToQueue("General")
            .Disconnect())
        .OnTimeout(t => t
            .TransferToQueue("General")
            .Disconnect());

With Whisper Flow

Flow.Create("VIP Transfer")
    .SetWhisperFlow("VIPAgentWhisper", "Agent")
    .PlayPrompt("Connecting you to a VIP specialist.")
    .TransferToQueue("VIPSupport")
    .Disconnect();

Dynamic Queue Transfer

Flow.Create("Dynamic Routing")
    .InvokeLambda("GetRoutingInfo")
        .OnSuccess(s => s
            .SetContactAttributes(attrs =>
            {
                attrs["TargetQueue"] = Attributes.External("QueueArn");
            })
            .TransferToQueueDynamic("$.Attributes.TargetQueue"))
        .OnError(e => e
            .TransferToQueue("Fallback"))
    .Disconnect();

With Queue Metrics

Flow.Create("Informed Transfer")
    .GetQueueMetrics("SupportQueue")
    .CheckContactAttribute(check =>
    {
        check.Attribute(Attributes.Queue("ContactsInQueue"))
            .LessThan("5", low => low
                .PlayPrompt("Your call will be answered shortly.")
                .TransferToQueue("SupportQueue"))
            .Otherwise(high => high
                .PlayPrompt($"There are {Attributes.Queue("ContactsInQueue")} callers ahead of you.")
                .TransferToQueue("SupportQueue"));
    })
    .Disconnect();

With Staffing Check

Flow.Create("Smart Transfer")
    .CheckStaffingForQueue("PrimaryQueue", StaffingMetricType.Available)
        .OnTrue(available => available
            .PlayPrompt("Connecting you now.")
            .TransferToQueue("PrimaryQueue"))
        .OnFalse(unavailable => unavailable
            .CheckStaffingForQueue("BackupQueue", StaffingMetricType.Available)
                .OnTrue(backup => backup
                    .PlayPrompt("Routing to our backup team.")
                    .TransferToQueue("BackupQueue"))
                .OnFalse(none => none
                    .PlayPrompt("Please hold for the next available agent.")
                    .TransferToQueue("PrimaryQueue"))
                .OnError(e => e.TransferToQueue("PrimaryQueue")))
        .OnError(e => e.TransferToQueue("PrimaryQueue"))
    .Disconnect();

VIP Priority Routing

Flow.Create("Priority Routing")
    .InvokeLambda("GetCustomerInfo")
        .OnSuccess(s => s
            .CheckContactAttribute(check =>
            {
                check.Attribute(Attributes.External("Tier"))
                    .Equals("VIP", vip => vip
                        .SetWhisperFlow("VIPWhisper")
                        .TransferToQueue("VIPQueue"))
                    .Equals("Premium", premium => premium
                        .TransferToQueue("PremiumQueue"))
                    .Otherwise(standard => standard
                        .TransferToQueue("StandardQueue"));
            }))
        .OnError(e => e.TransferToQueue("StandardQueue"))
    .Disconnect();

With Set Working Queue

Flow.Create("Working Queue Pattern")
    // Set working queue first
    .SetWorkingQueue("SupportQueue")
    
    // Get metrics for working queue
    .GetQueueMetrics("SupportQueue")
    
    // Transfer to working queue
    .TransferToQueue("SupportQueue")
    .Disconnect();

Important Notes

1. Always call Disconnect after TransferToQueue - Required for proper flow termination
2. Queue must exist - Reference valid queue names or ARNs
3. Whisper flows play during transfer - Configure before transfer

AWS Connect Block Type

This block generates the TransferContactToQueue action type in the exported flow JSON.

Best Practices

1. Announce transfers - Tell customer what's happening
2. Set whisper flows - Prepare agents for the call
3. Use staffing checks - Route intelligently
4. Provide wait estimates - Use queue metrics
5. Have fallbacks - Handle queue unavailability

See Also

• CheckStaffing - Agent availability
• SetQueueMetrics - Queue statistics
• SetWhisperFlow - Agent preparation
• Disconnect - End contact after transfer