Transfer emails, tasks and action items

You can transfer email-type conversations to a queue or to a person in the internal directory. You can transfer both the emails you have received and drafts you have written.

  1. Enter the search term, such as agent name, in the search field at the bottom of the view and click Search.
  2. Select the destination from the result list. You can transfer emails even if the person is currently logged out.
  3. Choose one of the following actions:
    ButtonFunction
    Transfer

    Transfer conversation with a so-called blind transfer to the destination you selected in step 2. If the destination is a person and the person does not accept the offered conversation, you can continue handling the conversation.
    Cancel Cancel any actions related to the directory search and continue handling the conversation.