Comm100 Live Chat supports chat transfer to enhance service efficiency. During a chat, agents can transfer the chat to an online agent or to another department. This article introduces the steps to transfer an ongoing chat from the Agent Console.

• Transfer to an online agent: The chat goes to the agent without needing to be accepted. A system notification about the chat transfer appears in the both the Agent Console and the visitor side chat window.
  
• Transfer to another department:
  • If the Auto Distribution is enabled, the chat will be routed to one available agent in that department based on the Auto Distribution Method.
  • If Auto Distribution is not enabled, or all of the agents have taken the maximum number of chats, all the agents in that department will be notified. The notification will persist until one of the agents accepts the transferred chat. 
  

Transfer a Chat to an Online Agent 

To transfer a chat to an online agent, follow these steps: 

1. In the chat window, click Transfer.
   
   
2. On the Transfer the Chat to popup, select the Agent option.
3. From the agent list, select an online agent you want to transfer the chat to. 
4. (Optional) If you want to leave the chat after the transfer, select the Leave chat after transfer check box. 
5. Click Transfer.  The chat is transferred to the agent without being accepted.
   
   

Transfer a Chat to Another Department 

To transfer a chat to a department, follow these steps: 

1. In the chat window, click Transfer.  
   
2. On the Transfer the Chat to popup, select the Department option.
3. From the department list, select the department you want to transfer the chat to. 
4. (Optional)If you want to leave the chat after the transfer, select the Leave chat after transfer check box. 
5. Click Transfer.
   
   The chat is transferred to one available agent in that department depending on the Auto Distribution Method.