Built-in "transfer to support channel" curated flow fires before our custom transfer flow — how to disable or override it?
Setup: Zoom Virtual Agent (AI Studio) connected to a Contact Center channel. We built a custom transfer flow that, before routing a visitor to a live agent, collects the visitor's name and email and sets the correct queue — so the specialist receives the visitor's details and lands in the right queue.
Goal: For any live-agent / support handoff, collect name + email (and set the queue) BEFORE the transfer to Contact Center happens.
The problem: Whenever a visitor expresses intent to reach support or a live agent (e.g. "agent", "connect with support"), a built-in curated flow named "transfer to support channel" fires automatically and immediately completes the transfer — bypassing our custom skill and flow entirely. The visitor is transferred with no name or email collected, and in some cases no queue set.
In Agent tracing we can see the event: "Curated flow triggered: transfer to support channel" — it fires within ~90ms, before our own flow runs. On the live site the transfer completes (the agent joins) with nothing collected. In Preview (which can't connect to a live agent) it instead returns a "no support options are available" message, and only THEN does our custom flow run — which masked the issue during testing.
Notably this only happens on support handoffs. Sales handoffs (where there is no equivalent built-in "transfer to sales channel") correctly use our custom flow and collect name + email every time.
What we've tried (none stopped the built-in):
- Moving name/email collection into the flow, then into the skill (collect-first, transfer-last)
- Strengthening the skill instructions to always run our flow and never announce a transfer before collecting details
- Renaming the transfer skill / flow
- Toggling the "Talk to an agent" escalation setting on and off
- Unbinding and rebinding the Contact Center channel
What we need help with:
1. How can we disable or turn off the built-in "transfer to support channel" curated flow, so our custom transfer flow handles all live-agent handoffs?
2. If it cannot be disabled, is there a supported way to make our custom flow run FIRST (collect name + email + set queue) before the built-in transfer executes?
3. Is this built-in curated flow configurable anywhere in AI Studio or Contact Center settings?
Any guidance is appreciated — happy to share trace exports or more configuration detail.
Zoom Ticket - TS2416641