Transfer call

The 'Transfer call' functionality is used if an operator wants to transfer the incoming chat request to another operator. This can be useful, for example, when the visitor needs help from another department.

During an active communication session in the Visitor's Profile -> Live Communication tab there is a (Transfer call) button. Clicking on it allows you to select the available operator, to whom you want to address the call. You can also specify the reason for doing so.

'Transfer call' dialog

The operator to whom the call is being transferred, sees a chat window with the display name of the visitor, whose call is being transferred, the name of operator, initiating the transfer and the reason for it.

Operator-to-operator chat window

There are two buttons with corresponding options: 'Accept call transfer' and 'Decline call transfer'. You can view the visitor's profile or chat with the transferring operator before making a decision.

If the call was transferred successfully, the visitor receives a system message saying that his call was transferred to the specific operator.

If you open a profile of the visitor who is chatting with another operator, you see the chat in progress. To talk to that operator click on 'Chat with operator' button.

'Chat with operator' button

Note: You can chat with the operator, but not with the visitor.