Community Knowledge Base

Transferring Live Chats

On occasion, an agent may need to transfer a live chat to another agent or group. There are various reasons why a chat may be transferred. For example, a level 1 tech support agent may need to escalate the chat to a more experienced level 2 agent for resolution. Another example is an incorrectly categorized live chat, such as a support chat that was incorrectly submitted as a sales chat, that needs to be rerouted to the correct department. Note: The ability to transfer live chats is determined by the role permissions. By default, agents can transfer live chats. For more information, see Roles.

To transfer a live chat, select the live chat and click the Actions (…) menu in the content pane toolbar and click Transfer. Alternatively, you can click Transfer in the preview pane toolbar if you are viewing the live chat in the preview pane. This will open a pop-up window with the following fields:

  • New Brand - The brand the chat should be transferred to. Note: This will only appear if there are multiple brands set up in SmarterTrack.
  • New Group - If the chat should be transferred to a new group, select it from this dropdown list.
  • New Agent - Select the new agent who will be taking the chat. If the chat does not need to transfer to a specific agent, choose the auto-assign option and it will be assigned to an agent within the specified group based on the distribution method set by the administrator.
  • Transfer Comment - Type any important information or comments regarding the transfer into this field. Generally, transfer notes describe actions taken and/or the reason the live chat was transferred.

Click OK to transfer the live chat. Note: When a live chat is transferred, idle time is not reset for the new agent.