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:
Open the Chat window.
Click the Signature (✏️ pencil icon).
Enter or update the Signature Name.
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:
Click Transfer Service.
A modal displays a list of active agents eligible to receive the service.
Select the target agent.
Add an optional note or message to provide context.
(Optional) Enable Send message after transfer to notify the customer automatically.
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:
Click End Service.
Add a closing message (optional).
Select additional options:
Auto-send message
Auto-archive chat
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.
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