Transferring conversations
Hand a conversation to a permitted operator, team, channel or skill with the context needed to continue service.
What it is
Transfer hands a conversation to another operator or routing destination. You can include a comment, urgency and a configured reason so the next operator understands the handover. The destination may receive the work directly, be asked to accept it, or receive it through a queue.
Who uses it and why
- Operators hand over work that needs a different team or skill.
- Supervisors redirect waiting work or escalate a conversation.
- Visitors continue the exchange with the next operator and may see a transfer message.
Where to find it
Use Transfer in the conversation pane or the available queue actions. The transfer window offers permitted Operators, Settings › Teams, Channels and Skills destinations. With the Settings role, maintain reason choices in Settings › General Settings › Transfer Reason.
How it works
- Open Transfer and choose the destination type.
- Search for and select a recipient or routing destination.
- Add Comment for other operator, select a transfer reason when required, and use Urgent Priority Transfer if appropriate.
- Choose Transfer. For applicable tickets, Transfer and Pin can also be offered.
- Read the result. Queued success and pending acceptance are different from an immediate handover.
A destination operator must satisfy the relevant state, platform and capacity checks. Where limited recipients can decline, a decline leaves the conversation with the original operator and sends the transfer result back to the sender. A broadcast channel follows its acceptance process. Video handover can require visitor confirmation.
Configure it
Ask Powerfront to review website destination permissions and availability and capacity policies alongside the operator destination permissions managed through the Settings role. With that role, maintain Transfer Reason and configure visitor-message policies in Settings › Chat › General Settings. Ask Powerfront to configure offline ticket or SMS assignment only for the asynchronous work that needs it.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Can transfer to Other Teams | Settings › General Settings › Admin | website | On | Powerfront | Allows ordinary operators to use team transfers, subject to their own transfer settings. |
| Can transfer to Other Channels | Settings › General Settings › Admin | website | On when unset in the transfer picker | Powerfront | Allows channel destinations, subject to operator settings. |
| Can transfer to Other Skills | Settings › General Settings › Admin | website | On when unset in the transfer picker | Powerfront | Allows skill destinations, subject to operator settings. |
| Can transfer to Other Subsites | Settings › General Settings › Admin | website | On | Powerfront | Allows transfer across subsites within the applicable operator permissions. |
| Subsite Transfer Level | Settings › General Settings › Admin | website | Other Subsites | Powerfront | Restricts destinations to other permitted subsites, the same brand, the same brand and region, or the same subsite. |
| Restrict transfer to Winding Down Operators | Settings › General Settings › Admin | website | Off | Powerfront | Excludes winding-down operators under the ordinary transfer policy; privileged roles and voice have separate rules. |
| Restrict transfer to Limited Operators | Settings › General Settings › Admin | website | Off | Powerfront | Excludes limited operators under the ordinary transfer policy; privileged roles and voice have separate rules. |
| Allow limited operators to decline transfer | Settings › General Settings › Admin | website | Off | Powerfront | Lets limited recipients accept or decline applicable transfer requests. |
| Add to Queue if Limited | Settings › General Settings › Admin | website | Off | Powerfront | Can queue a transfer specifically for its destination operator when that operator has no ordinary capacity. |
| Default Operator Transfer Setting | Settings › General Settings › Admin | website | Default | Powerfront | Selects the transfer window's initial destination view, subject to available permissions. Default opens Teams when team transfer is allowed and teams exist; otherwise it tries Channels, then Skills, then Operators according to destination access. |
| Only allow managers to transfer to specific operators | Settings › Chat › General Settings | website | Off when unset in the transfer picker | Settings role | Restricts ordinary operators' access to individual operator destinations. |
| Enable Transfer Message to Visitor | Settings › Chat › General Settings | website | Off | Settings role | Enables a visitor-facing transfer message. |
| Enable Proactive Transfer Message to Visitor | Settings › Chat › General Settings | website | Off | Settings role | Controls the visitor-facing message for proactive transfers. |
| Can assign Tickets to offline Operators/Teams/Channels | Settings › Email › General Settings | website | Off | Powerfront | Permits asynchronous ticket assignment to offline destinations. |
| Can assign to offline Operators/Teams/Channels | Settings › Text/SMS › General Settings (Legacy) | website | Off | Powerfront | Permits asynchronous SMS assignment to offline destinations. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Transfer Reason | Settings › General Settings › Transfer Reason | Yes | Names one transfer reason offered in the handover window; a configured, visible reason choice is required to submit a transfer. |
| Comment for other operator | Transfer | No | Adds context to the individual handover. |
| Urgent Priority Transfer | Transfer | No | Marks the submitted handover as urgent. |
Permissions
| Permission | Lets you |
|---|---|
| Chat | Use permitted transfer destinations for accessible conversations. |
| Manager | Provides broader transfer choices than the ordinary operator picker under relevant website policies. |
| Can transfer to other teams | Allows this operator's team destinations subject to website policy. |
| Can transfer to other channels | Allows this operator's channel destinations subject to website policy. |
| Can transfer to other skills | Allows this operator's skill destinations subject to website policy. |
| Can transfer to other subsites | Allows this operator's cross-subsite destinations within the applicable access rules. |
Limits and good to know
- Ordinary transfer rejects conversations that are stopping, Closed or Resolved.
- Configured reason choices are required when the reason selector is present, including supported bulk transfers.
- Add to Queue if Limited can reserve queued work for the selected operator rather than making it available to everyone.
- Offline ticket and SMS assignment have exceptions to ordinary live availability checks.
- Voice has separate transfer rules and availability settings.
Depends on and works with
+7 more · this feature uses
- Chat limits and wind-downConfigured by
Availability and capacity affect direct assignment and limited-recipient handling.
- Broadcast for acceptanceEnhances
Broadcast-enabled destinations use acceptance processing.
- Taking and pinning conversationsEnhances
Ticket transfer can include pinning where offered.
- Internal commentsEnhances
Internal comments keep staff-only handover context with the conversation.
- Broadcast acceptance and queue action reportsRelated
Transfer reports help supervisors review handovers and their outcomes.
- Telephone call transfersRelated
Voice calls have separate warm, direct and external transfer procedures.
- Browser video and audio callsEnhances
Video transfers can require additional media acceptance.
+9 more · used by
- Email event rules and actionsEnhances
Transfer actions route matching tickets.
- AI conversation summariesEnhances
Transfer summaries help the receiving operator continue the conversation.
- Email ticket handling and statusesEnhances
Tickets can transfer to another destination.
- Ticket sources and email event automationEnhances
Transfer actions can move work to an operator, team, channel or queue.
- Browser video and audio callsEnhances
Conversation transfer can include a visitor-approved video transfer.
- Operator productivity reportsEnhances
Transfers affect operator handling and queue time.
- Conversation detail and abandonment reportsEnhances
Transfers add handling segments and transfer-related abandonment.
- Broadcast acceptance and queue action reportsEnhances
Transfer activity supplies the Transfer Chat report.
- Wind-down and transfer reasonsRelated
Operators select the separately configured transfer reasons when handing over conversations.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontConfigured by
Admin settings control permitted transfer destinations and limited-recipient handling.
- Website, channel and subsite accessConfigured by
Operator access grants constrain cross-subsite choices.
- Operator settingsConfigured by
Operator settings control permission to transfer to other teams, channels, skills and subsites.
- Wind-down and transfer reasonsConfigured by
Transfer reason administration supplies the reason list.
- Starting, ending and expiring chatsRequires
A stopping, closed or resolved conversation cannot follow the ordinary transfer path.
- Chat queueEnhances
Some transfers wait in a destination-specific queue.
- DepartmentsConfigured by
Channel, team, platform and subsite routing constrain destinations.
- Skillsets and skills-based routingEnhances
Skills provide additional handover destinations.
- Chat limits and wind-downConfigured by
Availability and capacity affect direct assignment and limited-recipient handling.
- Broadcast for acceptanceEnhances
Broadcast-enabled destinations use acceptance processing.
- Taking and pinning conversationsEnhances
Ticket transfer can include pinning where offered.
- Internal commentsEnhances
Internal comments keep staff-only handover context with the conversation.
- Broadcast acceptance and queue action reportsRelated
Transfer reports help supervisors review handovers and their outcomes.
- Telephone call transfersRelated
Voice calls have separate warm, direct and external transfer procedures.
- Browser video and audio callsEnhances
Video transfers can require additional media acceptance.
Used by
- Incoming chats and callsEnhances
Transferred conversations can request acceptance and show transfer context.
- Console keyboard shortcutsEnhances
A built-in shortcut opens the transfer action.
- Mobile consoleEnhances
Assignment actions use the operator's transfer permissions.
- Chat queueEnhances
Transfers can place work in destination-specific routing.
- Broadcast for acceptanceEnhances
Transfers into an acceptance channel follow offer handling.
- Taking and pinning conversationsEnhances
Transfer can change the owner and can include ticket pinning.
- Virtual Assistant task pauses and handoverEnhances
Human handover uses conversation transfer and availability rules.
- Custom bots and FAQ botsEnhances
Conversation assignment and handover affect bot control.
- Email event rules and actionsEnhances
Transfer actions route matching tickets.
- AI conversation summariesEnhances
Transfer summaries help the receiving operator continue the conversation.
- Email ticket handling and statusesEnhances
Tickets can transfer to another destination.
- Ticket sources and email event automationEnhances
Transfer actions can move work to an operator, team, channel or queue.
- Browser video and audio callsEnhances
Conversation transfer can include a visitor-approved video transfer.
- Operator productivity reportsEnhances
Transfers affect operator handling and queue time.
- Conversation detail and abandonment reportsEnhances
Transfers add handling segments and transfer-related abandonment.
- Broadcast acceptance and queue action reportsEnhances
Transfer activity supplies the Transfer Chat report.
- Wind-down and transfer reasonsRelated
Operators select the separately configured transfer reasons when handing over conversations.
FAQ and troubleshooting
Why is my destination missing?
Check website and operator transfer permissions, subsite access, recipient status and supported platform.
Why did the transfer go to a queue?
The destination may have no available capacity and Add to Queue if Limited may be enabled.
Why can I not submit the transfer?
Select a destination and any required reason. Then check that the conversation is still eligible and the recipient can take it.
Why did the conversation stay with me?
The recipient may have declined or the handover may still be awaiting acceptance. Read the transfer result before leaving the conversation.