Transfer a web chat interaction
Genesys encourages existing web chat customers to migrate to web messaging.
Feature coming soon: Agent-level transfer permissions
Prerequisites
The following permissions:
- Analytics > Queue Observation > View permission
- 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
- From the Conversations roster, click the chat that you want to transfer.
- Above the interaction, click Transfer .
- Begin to type a name and from the list of suggestions, select the person or queue that you want to transfer the chat to.
- Select the user or queue from the suggestions displayed.
- Click Transfer.
Note: Chats declined by the intended recipient reenter the queue.
- Complete any after contact work.