What you’ll build
An inbound agent that:- Answers your most common support questions
- Sends details (links, addresses, references) by text mid-call
- Transfers to a human when the caller needs more help
Before you start
- An agent created and a phone number attached to it
- A destination phone number for human transfers
- The key facts your agent should know (hours, policies, common answers)
Steps
1
Give the agent your support knowledge
Put the answers to your common questions directly in the agent prompt so it can resolve them without a human.
Agent prompt (excerpt)
2
Text details to the caller mid-call
When a caller needs something written down — a link, an address, a reference — the agent can send it by text while staying on the call. Tell it when to do that in the prompt.The text sends during the call without interrupting the conversation. See Send SMS for the full behaviour.
Agent prompt (excerpt)
3
Transfer to a human when needed
When a request is beyond the agent, it can hand the call to a person. Tell the agent who to transfer to and when.Nixflex supports different handoff styles — a straight transfer, or a warm one where the agent briefs the person before connecting. See Transfer to choose and configure the mode that fits.
Agent prompt (excerpt)
4
Test the whole flow
Call your number and try all three paths:
- Ask a common question — the agent should answer it directly.
- Ask for the address or a link — you should receive a text mid-call.
- Ask to speak to a person — the call should transfer.
What’s next
- Turn on Post-call analysis to see what callers ask most.
- Add Keypad input if you want callers to press options.
- Review Controlling the conversation to fine-tune how the agent behaves.
Transfer
Handoff modes and how to configure them.
Send SMS
Texting details to callers during a call.