Sometimes agents receive a chat request for an issue that another
team needs to handle. Or they know their colleague just handled a similar question. Let them pass
a chat along by enabling chat transfer in the Live Agent configuration. With chat transferring,
your visitors get their questions answered faster. And they don’t have to recount their issue
when they start chatting with their new agent—the new agent receives the chat transcript and any
associated objects, like a case.
This change applies to both Lightning Experience and
And your chat visitor is kept in the loop the entire time. As soon as the first agent initiates
the transfer, the visitor gets a notification in the chat header. When the new agent accepts the
chat, the visitor is introduced to the agent, and the chatting can continue!