Question
I want to transfer a chat to a group or agent I am not part of. Is it possible in Agent Workspace?
Answer
Yes, you can transfer the chat to a group or agent in a group that you are not part of in Agent Workspace. Select any online group or agent in the Assignee field to transfer the chat.
For more information see the article: Transferring a chat.
5 Comments
Is this only possible if the agent is not part of the group?
This is not only dedicated to, agents who aren't part of the same groups.
Agents in a Group A can transfer chats to other agents part of Group A.
If you're using Agent Workspace, I'd invite you to check this article that explains the behaviours expected when transferring chats. And, if you're handling your chats from the Chat dashboard, you can find more information here.
I hope this helps!
Hello,
Can anyone tell me, what happens if you transfer a chat to another department, but none of the agents in the other department are online / available?
Thanks!
Steven.
I hope all is well! If there are no online/available agents in the department you will see its name greyed out:
If you attempt to transfer this anyway, you will be prompted with the following questions: "This will close the current session. Would you still like to end the chat?".
You may find other behavior regarding serving and transferring a chat in Agent Workspace here.
I hope this helps!
Thanks Gabriel, much obliged!
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