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Can I transfer chats to another user or queue?

3183 views   |   Last updated on Nov 25, 2019    webclient staffing collaboration


Any chat originating from a queue (including text messages) can be transferred to any other queue or individual user that is under the same subscription. Only queues and users with available status will appear as targets for transfers. 

If you've joined your subscription to another, then the users under that LibraryH3lp account can also receive transfers.

Pro Tip! It is a good practice to tell the guest when they are going to be transferred and to encourage them to hold on while the transfer happens. While the transfer goes through instantly, there may be a wait while the transferee picks up the chat. It is also a good practice for the recipient of a transfer to give a quick "hello" to the guest before reading over the entire history. These techniques help prevent the guest from losing patience and wandering away.

Pro Tip! Sometimes it is useful to have staff signed as a user but not have any public presence through a chat box. In this way, they can act as Tier 2 support and still receive transfers if needed.

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