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This guide builds an inbound support agent that handles routine questions on its own, texts information to callers during the call, and transfers to a human when a request needs one.

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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

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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)

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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.
Goes under ## BUSINESS FACTS
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.
Goes under ## WHAT TO DO
The text sends during the call without interrupting the conversation. See Send SMS for the full behaviour.
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.
Goes under ## WHAT TO DO
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.
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.
These snippets slot into the seven-section prompt shape - see Writing a good agent prompt for the full structure.

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What’s next

Transfer

Handoff modes and how to configure them.

Send SMS

Texting details to callers during a call.