# Service Transfer Feature
### Overview
The **Service Transfer Feature** allows agents to seamlessly reassign an active customer service chat to another team member. This improves team collaboration, workload balancing, and customer response time.\
This article provides detailed steps for setup, usage, and service management.
***
### 1. Signature Configuration
To enable Service Transfer, agents must configure their Signature settings as follows:
#### **Steps:**
1. Open the **Chat** window.
2. Click the **Signature (✏️ pencil icon)**.
3. Enter or update the **Signature Name**.
4. Enable the following options:
* **Active Signature**
* **Multi-Agent Service Transfer**\
#### Requirement:
This feature must be activated on **two or more devices/agents**.\
If only one agent has it enabled, transfer options will not appear.
***
### 2. Service Control Buttons
After enabling the feature on multiple agents, two new buttons become available in the chat interface:
#### Transfer Service
* Located at the **top-right** of the chat screen.
* Used to assign an active service to another agent.
#### End Service
* Also located at the top-right.
* Used to complete and close a service interaction.
These buttons form the core controls for service management.
***
### 3. Service Transfer Procedure
#### **Steps to Transfer a Service:**
1. Click **Transfer Service**.
2. A modal displays a list of **active agents** eligible to receive the service.
3. Select the target agent.
4. Add an **optional note or message** to provide context.
5. (Optional) Enable **Send message after transfer** to notify the customer automatically.
6. Click **Next/Transfer** to complete the action.
The service will then be forwarded to the selected agent’s account.
***
### 4. Urgent Care Mode Behaviour
The notification type received by the target agent depends on the Urgent Care setting.
#### When Urgent Care Mode is ON:
* A **yellow, high-priority alert pop-up** appears.
* The transferred chat opens **immediately** for the receiving agent.\
#### When Urgent Care Mode is OFF:
* A **standard popup notification** appears.
* The agent may open the chat at their convenience.
Urgent Care Mode is recommended for urgent or time-sensitive customer cases.
***
### 5. Receiving Agent Transfer Modal
When a service is transferred, the receiving agent will see a modal with the following details:
#### Information Displayed:
* Sender agent’s name
* Service transfer note or message
* Toggle option: **Save message in contact note**
#### Action Buttons:
* **Add to Queue:** Adds the service to the agent’s queue.
* **Reply Now:** Opens the chat immediately for response.
* **Reject Transfer:** Simply close the modal to decline the transfer.
***
### 6. Service Management Tabs
Two tabs help agents track and manage service assignments.
#### **In Service**
* Displays only the **current services assigned** to the logged-in agent’s signature.\
#### Transferred
* Shows **all agents** and their active service assignments across the system.\
\
These tabs provide visibility into team workload and service distribution.
***
### 7. Ending a Service
When an agent has completed their interaction with a customer:
#### **Steps to End Service:**
1. Click **End Service**.
2. Add a **closing message** (optional).
3. Select additional options:
* **Auto-send message**
* **Auto-archive chat**
4. Save the changes.
After completion:
* The service will be closed.
* It is removed from all service lists.\
***
### **Conclusion**
The **Service Transfer Feature** enhances team coordination and improves customer handling efficiency by enabling seamless service reassignment.\
Ensure all agents complete the Signature setup to fully utilize this capability.
