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Documentation Index

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Case transfer lets you move a conversation from one operator or team to another within Connect. This ensures that each customer is served by the right person, without losing the conversation history or context.

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What is it used for?

Case transfer facilitates continuity of service and improves internal assignment. With this feature you can:
  • Route cases between operators.
  • Transfer conversations by team, based on specialty or type of support.
  • Maintain the full history during the transfer.
The customer does not lose context and the team does not start from scratch.

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Configuration based on your plan

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Self Service

  • The transfer is a general configuration.
  • It is automatically applied to all channels.
  • No individual adjustments per channel are required.
This is a simple and centralized configuration.

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Enterprise

  • The transfer can be configured per channel.
  • Allows you to define different rules for WhatsApp, Web, or other channels.
  • Adapts to more complex operations.
Ideal when each channel has its own support logic.

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Best practices

Correctly configuring case transfer helps you to:
  • Reduce support times.
  • Avoid rework.
  • Improve the customer experience.
  • Ensure that every conversation is handled by the right team from the first contact.
A well-defined transfer is a key part of an efficient operation.