Transfer a Chat to Another Agent

When necessary, you can transfer a chat to another agent during a chat session. This feature is helpful when another agent has more experience with a specific topic than you do.

1. At any point during your chat session, click Transfer.
   The Select Names window opens.

   Note: Select Transfer to Queue if you are not aware of a specific agent who can accept the transfer. Chat will then route the chat to an agent in the queue.
2. When you see the agent you want to transfer the chat to, select the agent’s name and click Request.
   The agent receives a toast notification to accept, view, or decline the transfer request.

   • If the agent clicks View, the toast invitation closes, the chat transcript appears on both of your workspaces, the Compose section indicates In Transfer Consultation, and a message area is highlighted in blue for private messaging. You and the agent can chat before the other agent accepts or declines the transfer request. The customer cannot view messages sent in the private message area.
     
     
   • If the agent clicks Accept, the associated contact and incident are automatically saved, and the chat is transferred to the agent. After the transfer is made, the customer is notified that you left the chat and the new agent’s name appears in the chat transcript instead of your name.
   • If the agent declines the conference, the chat stays with you.