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From the Clients chat, the Transfer button lets you take over a conversation a workflow is handling: it stops the workflow on the spot and assigns the conversation to an operator or team in the Inbox.
Transferring discards the workflow’s progress in that conversation. It can’t be resumed from where it left off.

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What is it for?

In day-to-day operations, there are conversations where the workflow can’t move forward, for example:
  • The customer keeps asking the same question without getting a useful answer.
  • The request requires human judgment or an exception.
  • The customer explicitly asks to talk to a person.
With this button, supervisors can step in right away and assign the conversation to whoever is best suited to handle it, without waiting for the workflow to finish.

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Button availability

The button appears in the top-right corner of the chat header, next to the other actions. Its state depends on the conversation:
If the conversation state can’t be checked, the button stays enabled. In that case, the system rejects the transfer if it isn’t allowed.

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Transfer a conversation

1

Open the conversation

In Clients, open the conversation the workflow is handling and click Transfer.
2

Review the notice

The Transfer to Inbox window opens, reminding you that the current workflow will stop and the conversation will be handed over to an operator.
3

Choose the destination and confirm

The By operator tab shows only your company’s active, online operators; By team shows the teams you have access to. Search for and select the destination, then click Transfer. The button is enabled only once a selection is made.
Once transferred, the conversation switches to Operator mode and appears in the Inbox of the selected operator or team.

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Best practices

  • Transfer only when the workflow can’t resolve the request, since the action can’t be undone from this screen.
  • Prefer By team when you don’t know which operator is available or when the request needs a specialist.
  • Review the conversation history before transferring to choose the most suitable destination.
The operator who receives the conversation keeps the full history, so the customer doesn’t have to repeat their request.