Transfer a Workspace with a Chat Transfer or Conference

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.