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