When an agent transfers a chat or starts a conference, any records attached to the chat
transcript will now open in the other agent's workspace when another agent accepts the chat. This
way, the agent who accepts the transferred chat has all the information to start assisting the
customer right away, without having to search for related records.
If an agent tries to transfer a chat, but
has open records that are unsaved or unattached to the chat transcript, the first agent will be
prompted to save those changes before completing the chat transfer. This way, the agent who
accepts the transfer will see the most up-to-date details about the customer.
For more information on transferring workspaces, see Transfer Chats and Send a Chat Conferencing Request.