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.

  1. 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.
  2. 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.
  3. To select the function, choose one of the following buttons:
    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.