3.2 Transfer Chat

CloudCX Web Chat supports chat transfer to enhance service efficiency. During a chat, agents can transfer the chat to an online agent in the system. This article introduces the steps to transfer an ongoing chat from the Agent Panel.

1 Prerequisites
2 Step-by-Step Instructions

Prerequisites

When you want to transfer a chat to another agent during a chat, there must be an Online agent to successfully transfer the chat.

Step-by-Step Instructions

In the chat window, click button.
On the Transfer the Chat to popup, it will display the available agent and the available agent belongs to which chat queue.
From the queue list, select a chat queue you want to transfer the chat to.
From the agent list, select an online agent you want to transfer the chat to.
Click Confirm.

The chat goes to the agent without needing to be accepted. A system notification about the chat transfer and new agent join appears in the both the Agent Panel and the visitor side chat window.