Chat Transfer - Department/Agent


Overview


There are times when the assigned human agent is not able to resolve the query or the customer is looking for support from some other department. In such scenarios the agent needs to transfer the chat to another agent or department to handle customer request.

Chat Transfer


Agent needs to click on the chat transfer from the Active chat -> Visitor information as shown in the image below.

Clicking the Transfer chat option a dialog is poped up with the option to transfer the chat to another agent or department.

Transfer to a user tab, shows the list of online agent in the same department as the transferring agent. The transferring agent can select the agent to whom he / she wants to transfer the chat too and click “TRANSFER” button.

Transfer to a department tab, shows the list of department. The agent can select which department he / she wants to transfer the chat and click on “TRANSFER” button.

The transferred chat would be available to the transferred agent under the pending chats.