Agents now have the ability to transfer active visitor conversations to another feed. This makes it easier to route visitors to the right agent or team without ending the existing conversation.
1. Transferring Conversations
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Agents can transfer a visitor conversation by clicking the Transfer button.
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When transferring, agents can:
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Select which feed to transfer the visitor to.
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Leave a note to provide context for the next agent.
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Note: Visitors are not actually inserted into other feeds. Instead, they appear in a dedicated Transfer List (explained below).
2. Transfer Lists for Agents
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Each agent has a Transfer List (similar to the inbox).
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The Transfer List only contains visitors transferred to feeds that the agent is subscribed to.
- Once an agent picks up a visitor, they are removed from the Transfer List.
3. Visitor Experience
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Visitors are notified in chat that they are being transferred.
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After transfer:
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If they end the conversation and return later, they are not placed back into the Transfer List.
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4. Agent Notifications
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Agents receive push notifications (mobile + CMS) when a transferred visitor appears in their list.
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Action buttons for agents:
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View Conversation → Opens the visitor’s detail page.
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Assign to me → Immediately assigns the agent to the conversation.
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5. Transfer Availability
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Even if an agent comes online after a visitor was transferred to their feed, the visitor will still appear in their Transfer List.
6. Inbox Visibility
Visitors will appear in the inbox of: The original agent who first picked them up.
Transferred visitors are shown only in the Transfer List, not in the inbox of other agents.
7. Tracking & Reporting
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Conversation ID remains the same throughout transfers.
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All agents who interact with the visitor are tracked.
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The last agent to serve the visitor is credited in reporting.
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Transferred conversations are tagged as “Transferred” for analytics and dashboard reporting.