Automatic Case Creation on Voice Call Transfer Between Business Units
Samiksha Puri
Published:
11/27/25 1:18 PM
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Our client has three independent business units operating on Sprinklr. Each unit manages its own work queues.
When a voice call is transferred (warm/ blind) from one business unit’s work queue to another (e.g., from Business Area 1 to Business Area 2), the following should happen automatically:
- End the existing case associated with the original business unit.
- Create a new case for the receiving business unit after the transfer is successfully completed.
- Ensure separate call recordings for each case, so that the interaction history remains distinct for both business units.
How can we achieve this on Sprinklr?
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