This page explains how to transfer a chat session to another agent.
With Contact Center AI Platform, you can do a warm chat transfer or a cold chat transfer, depending on your needs. With a warm chat transfer, you assign a chat session to a new agent or a queue, and then stay in the chat until the new agent joins. If you need to, you can converse with the customer (end-user) and the new agent before leaving the chat. With a cold chat transfer, you assign a chat session to a new agent or a queue, and then you can immediately leave the chat without waiting for the new agent to join. This can help you efficiently transfer chats without being bound to them.
Chat transfer behaviors
By default, you can transfer chats only to other agents with a status of Available. However, if your administrator has enabled chat transfers to all logged-in agents (whether they are available or not) then you can transfer a chat to any logged-in agent. For more information, see Enable transfers to all logged in agents.
Transferring a chat to a team is not supported. You can set up a team-specific queue and then transfer chats to that queue.
For information about routing behavior when transferring a chat to a queue with automatic redirection enabled, see Automatic redirection.
Warm chat transfer
To do a warm chat transfer, follow these steps:
Click the expander arrow next to the end-user's name, and then click Transfer.
Optional: Enter an agent or queue name into the search field to narrow your search.
To transfer to an agent, click the transfer button next to the agent's name.
To transfer to a queue, click the transfer button next to the queue. If you want to transfer to a sub-queue, first click the top-level queue that contains your sub-queue. When your sub-queue appears, click the transfer button next to it. A Transfer in Progress message appears.
Wait until a new agent joins the chat. When the new agent joins the chat, you can immediately leave the chat or you can have a group conversation with the new agent and the end-user before leaving the chat.
To leave the chat, click the expander arrow next to the end-user's name, and then click Leave chat.
Cold chat transfer
To do a cold chat transfer, follow these steps:
Click the expander arrow next to the end-user's name, and then click Transfer.
Optional: Enter an agent or queue name into the search field to narrow your search.
To transfer to an agent, click the transfer button next to the agent's name.
To transfer to a queue, click the transfer button next to the queue. If you want to transfer to a sub-queue, first click the top-level queue that contains your sub-queue. When your sub-queue appears, click the transfer button next to it. A Transfer in Progress message appears.
Click Leave chat. The chat stays active until a new agent joins the chat and picks up where you left off.