Summary
This article explains how to transfer chats when another agent needs to handle the case.
When to Transfer Chats
Transfer when:
- Issue requires special knowledge
- Customer asks for supervisor
- Shift change happens
How to Transfer a Chat
Steps:
- Open chat
- Click Assign or Transfer
- Select new agent
- Add internal note if needed
What Happens After Transfer
- New agent gets notification
- Chat moves to their inbox
- Customer is not notified about transfer
Smooth Handover Tips
- Always leave internal note
- Do not close chat before transfer
