Chat transfers

Chat transfers

Chat transfers allow agents to better support each other, and better support the customers they’re chatting to.

In a few clicks, agents can transfer a chat session that they’re struggling with. The recipient can then take over and reply in seconds. Here’s how chat transfers work:

  • The agent clicks the “Transfer” button from within the chat window
  • If more experience is needed, the conversation can be sent to a specific agent
  • If the case needs another department, the chat can be sent to a different team
  • The agent selects the desired recipient and makes a transfer request
  • The recipient smoothly takes over, without any delay or disruption for the customer

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