Consult and Transfer Chats
You can transfer chats to another person you find in the internal directory, or to a queue. While you have an active chat, you can also make a consultation.
- While having an active conversation, enter the search term, such as agent or queue name, in the field Check Availability and press Enter or click the Search icon.
- Select the destination from the result list. Make sure the person has a suitable capability icon: you can only chat with a person with the chat icon.
- To select the function, choose one of the following buttons:
Button Function Consult Start another conversation with the person you selected in step 2.
Transfer Transfer conversation with a so-called blind transfer to the person you selected in step 2. If the person does not accept the offered conversation, you can continue handling the conversation.
When you transfer a chat, the entire chat conversation is transferred.
Cancel Cancel any actions related to the directory search, and continue handling the conversation.