Transfer Chat Settings
When a chat comes in, sometimes a customer will select the wrong group from the pre-chat, start a chat from a different page than the topic they intend to chat about, or select the right group but prefer to chat with an agent they have chatted with before. In these cases an agent might want to transfer the chat to another group or directly to another agent.
Transfer chat settings control the functionality related to an agent transferring a chat to another agent or a group.
To configure transfer chat settings, go to Account Setup > Workflows > Transfer chat (https://app.velaro.com/#/admin/workflows/transfer-chat)
Transfer chat settings
| Control | Description |
|---|---|
| When transferring chats to other agents | Place in queue for x seconds. If the agent is not available, the chat will wait in the queue for the designated number of seconds. Once that time elapses, if the chat has still not been joined by the agent, then the rules configured in the Unavailable option for the group are followed. |
| When transferring to an agent |
|
| Enable group transfer bounceback |
|
| When the bounceback agent is busy |
|