Wind-down and transfer reasons
Maintain the website's reason choices for operator wind-down and conversation transfers.
What it is
Wind Down Reasons and Transfer Reason maintain two separate sets of choices. One explains operator availability changes; the other explains conversation transfers. Each catalogue belongs to the website you are administering.
Who uses it and why
Users with the Settings role maintain clear reason choices, with Wind Down Reasons permission for that catalogue. Supervisors with the same access keep those choices useful for day-to-day operations and reviewing activity. Operators select the configured reasons while working, without needing permission to edit the catalogues.
Where to find it
With the Settings role, open Settings › General Settings › Wind Down Reasons or Settings › General Settings › Transfer Reason. The wind-down catalogue also requires Wind Down Reasons permission. They are separate destinations in the settings menu.
How it works
For wind-down reasons, use New, enter Reason, then Save. The list shows each reason and its identifier. Edit a reason to rename it or use its delete action and confirm to retire it from the active catalogue.
For transfer reasons, use New, enter Transfer Reason, then Save. You can edit an existing choice or delete it after confirmation. The transfer list is saved as part of the website configuration.
Creating a wind-down reason with a name already present, ignoring case, reuses the existing reason. Creating a transfer reason with an existing name, ignoring case, displays an already-exists message. Use the edit action when you intend to change a current choice.
Configure it
Give catalogue maintainers the Settings role, including Wind Down Reasons permission for that screen. Add short descriptions that operators can distinguish easily. Changes to these catalogues do not, by themselves, make selecting a reason mandatory.
Maintain the two lists separately. Adding a transfer reason does not add the same wording to Wind Down Reasons.
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Reason | Settings › General Settings › Wind Down Reasons | Yes | Adds or renames a wind-down reason offered by the website. |
| Transfer Reason | Settings › General Settings › Transfer Reason | Yes | Adds or renames a choice used when transferring conversations. |
Permissions
| Permission | Lets you |
|---|---|
| Wind Down Reasons | Allows users with the Settings role to access wind-down reason administration. |
Limits and good to know
- The wind-down editor limits Reason to 50 characters and requires non-empty text.
- Both editors trim entered reason text. Wind-down reasons also remove formatting markup.
- Duplicate handling during creation is not a guarantee that every rename is checked in the same way.
- Deleting a wind-down reason retires it from active choices.
- Do not rely on renaming or deleting a reason to rewrite historical activity. Review reporting needs before changing established labels.
Depends on and works with
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Settings roles and delegated screen permissions control reason administration.
- Transferring conversationsRelated
Operators select the separately configured transfer reasons when handing over conversations.
- Wind Down for operatorsRelated
Operators select wind-down reasons when changing availability.
- Availability Log for routing investigationsRelated
Availability history can show the wind-down reasons operators selected.
Used by
- Wind Down for operatorsConfigured by
Website reason administration supplies the choices shown to operators.
- Transferring conversationsConfigured by
Transfer reason administration supplies the reason list.
- Operator productivity reportsConfigured by
Configured wind-down reasons label the reason reports.
FAQ and troubleshooting
Why does my new transfer reason not appear among wind-down choices?
The two catalogues are separate. Add the wording in Wind Down Reasons as well if you need it there.
Why did adding a wind-down reason not create another row?
A reason with the same name, ignoring case, already exists for the website. INSIDE reuses that entry.
Can operators select reasons without being able to edit them?
Yes. Selecting a reason during work and administering the reason catalogue are separate activities.
Does deleting a reason erase its past use?
Do not use deletion for that purpose. It removes an active catalogue choice.