When a chat comes in, sometimes a customer will select the wrong group from the prechat, 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.
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
Show all agents: when an agent transfers a chat, the select list shows all other agents in the account, whether or not they are available.
Show available agents (default): when an agent transfers a chat, the select list shows only the agents that are available in the account.
Enable group transfer bounceback
if unchecked, group transfer bouceback is disabled. If the transferred chat is not joined by an agent, then the chat follows the rules in the Unavailable Survey for the group. The control "When the bounceback agent is busy" is hidden.
If checked, group transfer bounceback is enabled, and the control "When the bounceback agent is busy" is enabled and displayed.
When the bounceback agent is busy
Return to group: If the transferred chat is not joined by an agent, and if the bounceback agent (agent that originated the transfer) is also busy, then the chat is returned to the group following the Routing settings for the group.
Go to unavailable: If the transferred chat is not joined by an agent, and if the bounceback agent (agent that originated the transfer) is also busy, then the chat follows the Unavailable option for the group.