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How to Transfer Your Chat Session

Transferring your chat to, or conferencing it with, another agent

You can connect another agent to your chat session for a consultation and/or completely transfer the session to that agent for handling. Before connecting another agent, consider contacting this agent via internal chat or internal call to check his availability to participate in your conference and/or accept the transferred session.

To set up a chat conference, in the chat session pane, click the "+" symbol. In the window that appears, select the agent you wish to connect to your chat and click Ok. The agent will be added to the chat, and will be able communicate with both yourself and your customer.

To completely transfer the chat session to another agent, first set up a chat conference as explained above, and upon confirmation that the new agent is connected to the chat, click the End Chat button in the Contact Info Panel to leave the chat session. The other agent will continue the chat conversation with the customer.

Transferring your chat to a service queue

You can transfer your chat session to a service queue in a similar way.

To transfer your chat to a queue:

• In the chat session pane, click the "+" symbol. In the window that appears, select the desired service queue and click Ok. At this point, you will still be connected to the chat session and, depending on the queue configuration, may see an automated message sent from that queue to the customer.
• Click the End Chat button in the Contact Info Panel to leave the chat session. The session will remain in the service queue to be connected to another agent.

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