Consult and transfer

During an active chat, you can start a consultation chat with a colleague. You can also transfer chats to a queue or to a person in the internal directory.

  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. Make sure the agent is logged in and has a chat icon indicating they can receive chats.
  3. Choose one of the following actions:
    ButtonFunction
    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.