Transfer a chat to another agent

Route a chat to another agent in the same service channel. You cannot route a chat to another agent in a different service channel, even if the channels have identical routing conditions.

Before you begin

Role required: workspace_user

Procedure

1. From the Action toolbar in the Active chat panel, select the Transfer Agent icon ().
2. In the Transfer to Agent window, select the agent to receive the chat.
   Note:

   Only the current owner of a chat may transfer the chat to another agent. The transfer button is otherwise disabled.

   

   The transferred chat is listed in the Queues panel for the receiving agent. The receiving agent can accept or decline the transfer request.