# Wind-down and transfer reasons

Maintain the website's reason choices for operator wind-down and conversation transfers.

*Release 3.3 · admin, supervisor*

**Settings › General Settings › Wind Down Reasons** · **Settings › General Settings › Transfer Reason**

## 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

### This feature uses

- **Configured in** [Roles and permissions](ADM-008.md): Settings roles and delegated screen permissions control reason administration.
- **Related** [Transferring conversations](CHAT-010.md): Operators select the separately configured transfer reasons when handing over conversations.
- **Related** [Wind Down for operators](CON-003.md): Operators select wind-down reasons when changing availability.
- **Related** [Availability Log for routing investigations](REP-023.md): Availability history can show the wind-down reasons operators selected.

### Used by

- **Configures** [Wind Down for operators](CON-003.md): Website reason administration supplies the choices shown to operators.
- **Configures** [Transferring conversations](CHAT-010.md): Transfer reason administration supplies the reason list.
- **Configures** [Operator productivity reports](REP-004.md): 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.