Transfer a chat

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:

  1. In the CCAI Platform portal, click Chat icon to open the agent chat adapter.

  2. In the chat adapter, click the chat indicator for the chat that you want to transfer.

  3. Click Transfer / Add.

  4. Click the Agent tab.

  5. Optional: Search by name or keyword to narrow your choices.

  6. Optional: Click Available to display only available agents.

  7. Click Transfer / Add next to the agent that you want to add to the chat. A dialog displays that indicates that the transfer is in progress.

  8. 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.

    For more information, see Warm and cold transfers.

Add a queue to a chat

To add a queue a chat, follow these steps:

  1. In the CCAI Platform portal, click Chat icon to open the agent chat adapter.

  2. In the chat adapter, click the chat indicator for the chat that you want to transfer.

  3. Click Transfer / Add. The Queue tab is selected.

  4. Optional: Search by name to narrow your choices.

  5. Click Transfer / Add next to the queue that you want to add to the chat. A dialog displays that indicates that the transfer is in progress.

  6. 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.

    For more information, see Warm and cold transfers.

Chat transfer behaviors

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.

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