You can transfer a conversation to your supervisor, to another agent, or to a skill group.
To initiate a transfer, type /t as a command in the Agent Widget.
This opens the Simple Transfer menu, where you can pick an agent or skill group to make the transfer. You can also type part of the agent or skill group name to filter the list.
Note: In our legacy Chat engagement platform, we only support a search by username or first name. In our modern Messaging platform, however, you can search by last name as well.
Click on an agent or skill group name to transfer the conversation. Once done, you will be disconnected from the conversation, and it will appear in the target agent's queue.
When the other agent opens the conversation, they will see all the transcript of the conversation so far.