Live Transfer via Chat Widget
Hand a web chat conversation to a colleague while you are talking to a customer.
Overview
When you have taken over a chat conversation from your AI agent, you can hand the customer to a colleague with the /transfer command. On the chat widget the customer receives a link to continue with that person’s AI agent.
Who You Can Transfer To
The command finds personal agents belonging to other people in your organization. It does not transfer to your receptionist, and it will not find an agent that has been deleted or suspended. If a colleague has no personal agent of their own, they are not a transfer target.
How to Transfer
While chatting in a conversation you have taken over, type /transfer followed by the person’s name — for example, /transfer Lindsay. The command matches on owner name, agent name and any nicknames set on the agent, so a first name is usually enough.
What the Customer Sees
The customer gets a message naming the person and their title, followed by a clickable link to that person’s chat. Clicking it starts a fresh conversation with that person’s AI agent.
If the Name Is Ambiguous
If more than one agent matches what you typed, nothing is sent and you are shown the names that matched so you can be more specific. If nothing matches, you are told that too.
After the Transfer
Sending the transfer message releases your takeover automatically, and the conversation returns to AI mode. The customer can either keep talking to your agent or follow the link to the colleague you named.