> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jelou.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Case transfer

> Route conversations between operators or teams from Connect.

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.

## 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.

## Configuration based on your plan

### 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.

### 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.

***

## 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.