Master Page

Transferring Chats

Things to Note

  • Chats can be transferred to users, queues, and departments.

  • Chats can be transferred only to the users who are available to handle chats.

  • Only one chat activity can be transferred at a time.

  • Chats cannot be transferred to agents who have reached their Chat - User Max Load.

  • Only open chat activities where the customer has not left the chat session can be transferred.

  • If transfer notes are required to be entered, the chat cannot be transferred until a transfer note has been created.

To transfer a chat or video chat:

  1. In the Inbox, select the chat you want to transfer.

  2. In the Chat pane or the Inbox toolbar, click the Transfer button.

  3. In the Transfer Activities window, select agent, queue, or department. The window refreshes to display all available agents, queues or departments. For details about the options available in the Transfer Activities window, see Transferring Activities.

  4. From the list of available agents, queues, or departments, select the one to which you want to transfer the chat.

  5. In the Notes field, enter any required or helpful information related to the chat activity.

  6. Click the Transfer button.

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