- Click the dropdown menu near the "END CHAT" button in the top right.
- Select the "Transfer chat" option.
- Select the agent to whom you want to transfer the chat.
If your organization is using agent groups, you can instead select a group to transfer the chat to. This can be useful if a chat comes in to the wrong queue or needs to be escalated to a different team.
- Click "TRANSFER".
- The chat returns to the queue with a note indicating which agent it has been transferred to.
- The agent to whom the chat has been transferred receives a notification that the chat has been transferred to them.