Can I transfer a chat to another group outside of my current group in Agent Workspace?

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5 Comments

  • Radboud Van de Pol

    Is this only possible if the agent is not part of the group?

    0
  • Steven Hampson

    Thanks Gabriel, much obliged! 

    0
  • Gabriel
    Zendesk Customer Care
    Hello 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!
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  • Steven Hampson

    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. 

    0
  • Marine
    Zendesk Customer Care
    Hi Radboud! 
     
    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! 
    0

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