Transfer a web chat interaction

Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: Removal of ACD Web Chat (version 2). All existing customers are encouraged to migrate to Web Messaging and Messenger.

 

Feature coming soon: Agent-level transfer permissions

Prerequisites

The following permissions:

  • Analytics > Queue Observation > View
  • To perform a transfer to a queue: Routing > Queue > Search
  • To perform a blind transfer: Conversation > Communication > All
  • To perform a blind transfer: Conversation > Communication > blindTransfer
  • To perform a blind transfer to another agent: Conversation > Communication > blindTransferAgent
  • To perform a blind transfer to an External Contact: Conversation > Communication > blindTransferExternal
  • To perform a blind transfer to a queue: Conversation > Communication > blindTransferQueue

  1. From the Conversations roster, click the chat that you want to transfer.
  2. Above the interaction, click Transfer .
  3. Begin to type a name and from the list of suggestions, select the person or queue that you want to transfer the chat to.
  4. Select the user or queue from the suggestions displayed.  
  5. Click Transfer. 
    Note: Chats declined by the intended recipient reenter the queue. 
  6. Complete any after contact work.