Transferring Chat Interactions to Others

It is possible for an agent to transfer or reassign a chat, which the agent has already accepted, to another workgroup or agent. Transferred chats are processed exactly the same way as other incoming chats.

When a chat is transferred, the chat transferred activity created by the transferring agent is updated to associate the receiving agent with the activity, and the chat transcript is attached to the activity. While a chat is being transferred, the customer is not able to submit any messages to the agent until the (new) receiving agent accepts the transferred chat.