Transferring the Chat

When you're handling a web, SMS or social media chat with a customer, you might need to transfer them to another agent or a team leader. For example:

  • The customer selected the wrong topic; as a result, you are unable to help them, but you want to transfer the customer to the appropriate topic for their query.

  • The customer's query is difficult for you to resolve and you would like to pass them to a more experienced agent.

Note: With SMS and social media chats, you cannot transfer a chat to another topic, but you can transfer the customer to another agent who deals with the same topic.

You can transfer chats using one of two methods, depending on how your agent desktop has been designed:

  • The Transfer button next to the Chat message box.

  • A Transfer data entry element on your desktop.

Transfer in Chat

To transfer a chat from the Chat element:

  1. Click the arrow icon Transfer to open the Transfer chat menu.

    A web chat interface showing icons for the chat menu: smart text, transfer, and file upload.

  2. For web chats, in the Select chat topic dropdown, select a topic.

    A short form labelled Transfer, with a dropdown to choose an agent from, and a Notes box to provide context to the next agent.

  3. If your chat offers the Select agent option, you need to pick an agent.
  4. (Optional) In the Notes box, type a note for the agent who will take on the chat. This will not be seen by the customer.
  5. Click TRANSFER.

The customer will be connected to another agent.

Transfer from Data Entry Element

If you have been provided with a data entry element on your agent desktop to transfer chats, use the dropdown lists to choose the topic/team leader/agent to transfer the chat to, and click TRANSFER.