Transferring a Chat to a Workgroup

Complete the steps in the following procedure to transfer a chat to a workgroup.

To transfer a chat to a workgroup 

1. Select the chat that you want to transfer:

   In the chat interface, click the tab of the chat interaction that you want to transfer.

2. Click the Bind Transfer Work Item button on the communications toolbar.

3. Select a workgroup on the Bind Transfer Work Item list that opens, then click OK.

   The chat is transferred to the selected workgroup. The chat transcript includes all previous conversations and interactions that the previous agent had with the customer.

   The Bind Transfer Work Item list shows only the available chat workgroups. It does not show any available voice (or CTI) workgroups.

Note: Any messages that the customer sends while the agent is transferring a chat are lost; that is, they are not captured in the chat window or transcript.