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Turn on Messaging transfers for Conversations (Public Beta)

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Public Beta notice

Messaging transfers is currently available as a Public Beta product and the information contained in this document is subject to change. Some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a SLA.

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Not HIPPA a eligible service or PCI compliant

Messaging transfers is not PCI compliant or a HIPAA Eligible Service and should not be used in Flex workflows that are subject to HIPAA or PCI.

Overview

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When you turn on Messaging transfers, agents can transfer a Message (including the Conversation history) to another agent or queue. This makes sure a Message reaches the best qualified agent along with the relevant context. Messaging transfers also includes an option to let agents share notes during a transfer. As an administrator, you can choose whether to turn on this option when you turn on the feature.

Requirements

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What's available?

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  • Cold transfer to an agent or queue using the same Messaging channel.
  • Sending notes with a Message transfer, if you turn on this option.
  • Viewing insights and metrics associated with transfers, if you use Flex Insights.

Limitations

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The following functionality isn't available yet with the public beta release:

  • Warm transfer.
  • Transferring email Messages.
  • Transferring a Message to a workflow. Transfer to a queue sends the Message directly to the queue.

Known issues

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  • After an agent transfers a Message, if another agent transfers the same Conversation back to the original agent while that agent is still completing the wrapup, an error occurs if the agent tries to accept the transfer. In this case, we recommend that the original agent completes the wrapup before accepting the transfer.
  • Prior to Flex UI 2.10.x, when an agent receives a transfer, an intermittent issue may occur when loading the transfer details, including transfer notes, to the chat transcript in the agent UI.
  • When an agent transfers a Message, not all task attributes for the original task are passed to the new task created for the transferred Message.

Turn on Messaging transfers

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If you have the Flex Conversation Transfer plugin(link takes you to an external page) or a custom conversation transfer plugin installed, turn off that plugin before turning on Messaging transfers.

When you turn on Messaging transfers, agents can transfer a Message to another agent or to a queue.

To turn on Messaging transfers:

  1. In the Twilio Console, go to Flex > Manage > Transfers, and then click the Messaging tab.
  2. Turn on Enable Messaging transfers.
  3. Optionally, turn on Enable Messaging transfer notes.