You can transfer a chat (the entire thread) from a customer to another agent on your agent team to ensure that the conversation is handled by appropriate personnel and escalated when required.

To transfer a chat:

  1. On the Chat tab of the Agent Desktop, in the Customers section, select the chat that you want to transfer.
  2. In the chat thread, click the Transfer icon .
    The Transfer Chat window appears.
  3. In the Transfer Chat window, click the Transfer icon next to the name of the agent to whom you want to transfer the chat.
    The Confirm window appears.
  4. Click Yes.
    A message stating that the transfer is successful appears and the chat is transferred to the selected agent. You can no longer view the chat. In addition, a message stating that the chat is transferred to a different agent is displayed to the customer.