How to transfer a chat
You can transfer chats to other agents or departments in your Bold360 organization.
Transfer chats while monitoring sessions
You can transfer chats to an agent in your organization while monitoring conversations.
How can I tell who transferred the chat to me
When you open the chat on your workspace, you can see the name of the person who transferred the chat to you in the header of the chat message:
Depending on how the chat was transferred, you can see the following messages:
- Transferred from Agent - The agent manually transferred the chat to you.
- Auto-transferred from Agent - The agent selected the Transfer automatically option when transferring the chat. By doing so, Automatic Chat Distribution selected you as the most appropriate agent to take over the chat.
- Escalated from Bot - The customer escalated the chat from the bot to a live agent and Automatic Chat Distribution assigned the chat to you.