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Handling Transferred Chat Interactions

Agents handle transferred chats more or less the same way as other incoming chats. When a chat is transferred, the only way to distinguish it from a new incoming chat is by the presence of a chat transcript (that is, by the presence of the chat exchanges that took place between the previous agent and the customer) in the transcript area of the chat pane. To handle a transferred chat, complete the steps in the following procedure.

To handle a transferred chat

1. Upon receipt of a transferred chat interaction, see Transferring Chat Interactions to Others, the receiving agent can do one of the following as required:
   • Click the flashing chat tab to open the chat session (when chat auto answer is enabled).
   • Click the Accept Work Item button on the communications toolbar to open the chat session (when chat auto answer is disabled).
2. Review the chat transcript (if there is one) in the transcript area of the chat pane.

   For more information about how agents review chat activities and transcripts, including inbound chat activities associated with service requests and contacts, see Reviewing Inbound Siebel Chat Activities.

3. Respond to the transferred chat, see Responding to an Incoming Chat.