# Transferring conversations

Hand a conversation to a permitted operator, team, channel or skill with the context needed to continue service.

*Release 3.3 · operator, supervisor, visitor*

**Conversation pane › Transfer** · **Queue › Transfer** · **Settings › General Settings › Transfer Reason**

## 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

1. Open **Transfer** and choose the destination type.
2. Search for and select a recipient or routing destination.
3. Add **Comment for other operator**, select a transfer reason when required, and use **Urgent Priority Transfer** if appropriate.
4. Choose **Transfer**. For applicable tickets, **Transfer and Pin** can also be offered.
5. 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, on request | 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, on request | 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, on request | Allows skill destinations, subject to operator settings. |
| Can transfer to Other Subsites | Settings › General Settings › Admin | website | On | Powerfront, on request | Allows transfer across subsites within the applicable operator permissions. |
| Subsite Transfer Level | Settings › General Settings › Admin | website | Other Subsites | Powerfront, on request | 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, on request | 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, on request | 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, on request | Lets limited recipients accept or decline applicable transfer requests. |
| Add to Queue if Limited | Settings › General Settings › Admin | website | Off | Powerfront, on request | 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, on request | 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, on request | Permits asynchronous ticket assignment to offline destinations. |
| Can assign to offline Operators/Teams/Channels | Settings › Text/SMS › General Settings (Legacy) | website | Off | Powerfront, on request | 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

### This feature uses

- **Requires** [Starting, ending and expiring chats](CHAT-001.md): A stopping, closed or resolved conversation cannot follow the ordinary transfer path.
- **Configured in** Admin settings and feature switches (managed by Powerfront): Admin settings control permitted transfer destinations and limited-recipient handling.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Operator access grants constrain cross-subsite choices.
- **Configured in** [Operator settings](ADM-010.md): Operator settings control permission to transfer to other teams, channels, skills and subsites.
- **Configured in** [Wind-down and transfer reasons](ADM-030.md): Transfer reason administration supplies the reason list.
- **Configured in** [Departments](CHAT-006.md): Channel, team, platform and subsite routing constrain destinations.
- **Configured in** [Chat limits and wind-down](CHAT-008.md): Availability and capacity affect direct assignment and limited-recipient handling.
- **Works better with** [Chat queue](CHAT-005.md): Some transfers wait in a destination-specific queue.
- **Works better with** [Skillsets and skills-based routing](CHAT-007.md): Skills provide additional handover destinations.
- **Works better with** [Broadcast for acceptance](CHAT-009.md): Broadcast-enabled destinations use acceptance processing.
- **Works better with** [Taking and pinning conversations](CHAT-011.md): Ticket transfer can include pinning where offered.
- **Works better with** [Internal comments](CHAT-014.md): Internal comments keep staff-only handover context with the conversation.
- **Works better with** [Browser video and audio calls](RTC-017.md): Video transfers can require additional media acceptance.
- **Related** [Broadcast acceptance and queue action reports](REP-007.md): Transfer reports help supervisors review handovers and their outcomes.
- **Related** [Telephone call transfers](RTC-007.md): Voice calls have separate warm, direct and external transfer procedures.

### Used by

- **Enhances** [Incoming chats and calls](CON-019.md): Transferred conversations can request acceptance and show transfer context.
- **Enhances** [Console keyboard shortcuts](CON-026.md): A built-in shortcut opens the transfer action.
- **Enhances** [Mobile console](CON-033.md): Assignment actions use the operator's transfer permissions.
- **Enhances** [Chat queue](CHAT-005.md): Transfers can place work in destination-specific routing.
- **Enhances** [Broadcast for acceptance](CHAT-009.md): Transfers into an acceptance channel follow offer handling.
- **Enhances** [Taking and pinning conversations](CHAT-011.md): Transfer can change the owner and can include ticket pinning.
- **Enhances** [Virtual Assistant task pauses and handover](ENG-015.md): Human handover uses conversation transfer and availability rules.
- **Enhances** [Custom bots and FAQ bots](ENG-020.md): Conversation assignment and handover affect bot control.
- **Enhances** [Email event rules and actions](ENG-022.md): Transfer actions route matching tickets.
- **Enhances** [AI conversation summaries](AI-009.md): Transfer summaries help the receiving operator continue the conversation.
- **Enhances** [Email ticket handling and statuses](CHN-026.md): Tickets can transfer to another destination.
- **Enhances** [Ticket sources and email event automation](CHN-032.md): Transfer actions can move work to an operator, team, channel or queue.
- **Enhances** [Browser video and audio calls](RTC-017.md): Conversation transfer can include a visitor-approved video transfer.
- **Enhances** [Operator productivity reports](REP-004.md): Transfers affect operator handling and queue time.
- **Enhances** [Conversation detail and abandonment reports](REP-006.md): Transfers add handling segments and transfer-related abandonment.
- **Enhances** [Broadcast acceptance and queue action reports](REP-007.md): Transfer activity supplies the Transfer Chat report.
- **Related** [Wind-down and transfer reasons](ADM-030.md): 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.