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This page explains how to transfer a chat.
This page assumes that you are signed into the Contact Center AI Platform (CCAI Platform) portal. For
more information, see Access the CCAI Platform portal.
Warm and cold transfers
A chat transfer is considered warm or cold depending on whether you leave
the chat before or after another agent joins:
Warm transfer: you leave a chat after another agent joins the chat.
Cold transfer: you leave a chat after you add an agent or queue to the
chat, but before an agent actually joins the chat. Cold transfers are
logged as such in reporting and session metadata.
Transfer a chat to an agent or a queue
When you transfer a chat, you can add either an agent or a queue to the chat. If
you add a queue, one of the agents from that queue is added to the chat.
Add an agent to a chat
To add an agent to a chat, follow these steps:
In the CCAI Platform portal, click chat_bubbleChat icon to open the agent
chat adapter.
In the chat adapter, click the chat indicator for the chat that you want to
transfer.
Click shuffleTransfer / Add.
Click the Agent tab.
Optional: Search by name or keyword to narrow your choices.
Optional: Click Available to display only available agents.
Click shuffleTransfer / Add next to
the agent that you want to add to the chat. A dialog displays that indicates
that the transfer is in progress.
Depending on your situation, do one of the following:
While the transfer is in progress, leave the chat by clicking Leave
chat (a chat bubble with an arrow pointing to the right). This is a
cold transfer. The dismissal timer is paused and a cold transfer is
logged in reporting and session metadata.
When another agent joins the chat, completing the transfer, leave by
clicking End chat (a chat bubble with an X). This is a warm
transfer. Note that the Leave chat button turns into the End
chat button when the transfer is complete.
In the CCAI Platform portal, click chat_bubbleChat icon to open the agent
chat adapter.
In the chat adapter, click the chat indicator for the chat that you want to
transfer.
Click shuffleTransfer / Add. The
Queue tab is selected.
Optional: Search by name to narrow your choices.
Click shuffleTransfer / Add next to
the queue that you want to add to the chat. A dialog displays that indicates
that the transfer is in progress.
Depending on your situation, do one of the following:
While the transfer is in progress, leave the chat by clicking Leave
chat (a chat bubble with an arrow pointing to the right). This is a
cold transfer. The dismissal timer is paused and a cold transfer is
logged in reporting and session metadata.
When another agent joins the chat, completing the transfer, leave by
clicking End chat (a chat bubble with an X). This is a warm
transfer. Note that the Leave chat button turns into the End
chat button when the transfer is complete.
By default, you can transfer chats only to other agents with a status of
Available. However, if your administrator has enabled chat transfers to all
logged-in agents (whether they are available or not) then you can transfer a
chat to any logged-in agent. For more information, see Enable transfers to all
logged in agents.
Transferring a chat to a team is not supported. You can set up a team-specific
queue and then transfer chats to that queue.
For information about routing behavior when transferring a chat to a queue with
automatic redirection enabled, see Automatic
redirection.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThis guide outlines the process of transferring a chat within the CCAI Platform portal, assuming you are already logged in.\u003c/p\u003e\n"],["\u003cp\u003eChat transfers can be either warm, where you leave after another agent joins, or cold, where you leave before another agent joins.\u003c/p\u003e\n"],["\u003cp\u003eYou can transfer a chat to a specific agent or to a queue, which will route the chat to an available agent from that queue.\u003c/p\u003e\n"],["\u003cp\u003eThe transfer process involves selecting the chat, clicking "Transfer/Add," choosing an agent or queue, and then either leaving the chat to initiate a cold transfer or ending it after the new agent joins for a warm transfer.\u003c/p\u003e\n"],["\u003cp\u003eBy default, transfers are only available to agents with the status of "Available", however the admin can configure it to also include all logged in agents regardless of status.\u003c/p\u003e\n"]]],[],null,["# Transfer a chat\n\nThis page explains how to transfer a chat.\n\nThis page assumes that you are signed into the Contact Center AI Platform (CCAI Platform) portal. For\nmore information, see [Access the CCAI Platform portal](/contact-center/ccai-platform/docs/getting-started-for-agents#access-the-ccaip-portal).\n\nWarm and cold transfers\n-----------------------\n\nA chat transfer is considered *warm* or *cold* depending on whether you leave\nthe chat before or after another agent joins:\n\n- **Warm transfer** : you leave a chat *after* another agent joins the chat.\n\n- **Cold transfer** : you leave a chat after you add an agent or queue to the\n chat, but *before* an agent actually joins the chat. Cold transfers are\n logged as such in reporting and session metadata.\n\nTransfer a chat to an agent or a queue\n--------------------------------------\n\nWhen you transfer a chat, you can add either an agent or a queue to the chat. If\nyou add a queue, one of the agents from that queue is added to the chat.\n\n### Add an agent to a chat\n\nTo add an agent to a chat, follow these steps:\n\n1. In the CCAI Platform portal, click chat_bubble **Chat icon** to open the agent\n chat adapter.\n\n2. In the chat adapter, click the chat indicator for the chat that you want to\n transfer.\n\n3. Click shuffle**Transfer / Add**.\n\n4. Click the **Agent** tab.\n\n5. Optional: Search by name or keyword to narrow your choices.\n\n6. Optional: Click **Available** to display only available agents.\n\n7. Click shuffle**Transfer / Add** next to\n the agent that you want to add to the chat. A dialog displays that indicates\n that the transfer is in progress.\n\n8. Depending on your situation, do one of the following:\n\n - While the transfer is in progress, leave the chat by clicking **Leave\n chat** (a chat bubble with an arrow pointing to the right). This is a\n cold transfer. The dismissal timer is paused and a cold transfer is\n logged in reporting and session metadata.\n\n - When another agent joins the chat, completing the transfer, leave by\n clicking **End chat** (a chat bubble with an **X** ). This is a warm\n transfer. Note that the **Leave chat** button turns into the **End\n chat** button when the transfer is complete.\n\n For more information, see [Warm and cold\n transfers](#warm-and-cold-transfers).\n\n### Add a queue to a chat\n\nTo add a queue a chat, follow these steps:\n\n1. In the CCAI Platform portal, click chat_bubble **Chat icon** to open the agent\n chat adapter.\n\n2. In the chat adapter, click the chat indicator for the chat that you want to\n transfer.\n\n3. Click shuffle**Transfer / Add** . The\n **Queue** tab is selected.\n\n4. Optional: Search by name to narrow your choices.\n\n5. Click shuffle**Transfer / Add** next to\n the queue that you want to add to the chat. A dialog displays that indicates\n that the transfer is in progress.\n\n6. Depending on your situation, do one of the following:\n\n - While the transfer is in progress, leave the chat by clicking **Leave\n chat** (a chat bubble with an arrow pointing to the right). This is a\n cold transfer. The dismissal timer is paused and a cold transfer is\n logged in reporting and session metadata.\n\n - When another agent joins the chat, completing the transfer, leave by\n clicking **End chat** (a chat bubble with an **X** ). This is a warm\n transfer. Note that the **Leave chat** button turns into the **End\n chat** button when the transfer is complete.\n\n For more information, see [Warm and cold\n transfers](#warm-and-cold-transfers).\n\nChat transfer behaviors\n-----------------------\n\nBy default, you can transfer chats only to other agents with a status of\n**Available** . However, if your administrator has enabled chat transfers to all\nlogged-in agents (whether they are available or not) then you can transfer a\nchat to any logged-in agent. For more information, see [Enable transfers to all\nlogged in agents](/contact-center/ccai-platform/docs/agent-status).\n\nTransferring a chat to a team is not supported. You can set up a team-specific\nqueue and then transfer chats to that queue.\n\nFor information about routing behavior when transferring a chat to a queue with\nautomatic redirection enabled, see [Automatic\nredirection](/contact-center/ccai-platform/docs/Call_Routing#automatic_redirection).\n\nWhat's next\n-----------\n\n- [Getting started for agents](/contact-center/ccai-platform/docs/getting-started-for-agents)\n\n- [Handle a chat](/contact-center/ccai-platform/docs/handle-a-chat)"]]
