Live Transfer via Chat Widget
Transfer a chat widget conversation to another team member while you are chatting with a customer.
Overview
When you take over a chat conversation from your AI agent, you can transfer the customer to another team member using the /transfer command. The customer receives a link to continue their conversation with the new person's AI agent.
How to Transfer
While you are chatting in a taken-over conversation, type /transfer followed by the person's name. For example: /transfer Lindsay. The system will find the matching team member and send the customer a message with a link to that person's chat.
What the Customer Sees
The customer receives a message like: "I'm going to connect you with Lindsay Westlake, Office Manager. You can continue your conversation with them here:" followed by a clickable chat link. They click the link to start a new conversation with that person's AI agent.
Finding Team Members
The /transfer command searches by owner name, agent name, and nicknames. You can use first names, full names, or any nickname configured on the agent. If multiple matches are found, you will see an error asking you to be more specific.
After the Transfer
Once the transfer message is sent, your takeover is automatically released. The conversation returns to AI mode. The customer can continue chatting with you or click the link to connect with the other person.