Transfer a chat to another queue

Route a chat to another queue. Any agent who belongs to the associated queue can accept the chat.

Before you begin

Role required: workspace_user

Procedure

1. Navigate to All > Workspace Home > Inbox.
2. On the Action toolbar, select the transfer to queue icon ().
3. In the Transfer to Queue panel, select the queue to transfer the chat to.
   When you transfer a chat, the current work item associated with the interaction is marked as closed complete. A new work item is associated with the new queue and the chat is added to the selected queue. When a receiving agent accepts the transfer, that agent sees the conversation and the chat history in the Active Chat panel. When you’re transferred from a live agent back to a queue, the logic doesn’t check for live agents, and the chat goes to the queue to be picked up by an agent.