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Transferring Threads

In the Threads list on the History tab, you can transfer a thread that is currently assigned to an agent, a chatbot, or is currently in the distribution queue to another agent, a group of agents, or a chatbot. Transfers are only available for you if enabled by your admin.

If the transfer is available, click Thread actions for the required thread and select Transfer. The transfer process and rules are the same as for agents except for:

  • Supervisors cannot transfer threads using the Any agent option, so you need to select a specific agent/group of agents/chatbot.
  • When trasferring to a currently active agent, if they do not have available sessions, the thread still opens as an additional available session becomes available for the agent.
  • The limitation for maximum number of transfers within a thread does not apply to transfers by supervisors.
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