Work with Messaging transfers (Public Beta)

With Messaging transfers, you can:

• Send the Message to another agent or to a queue. Currently, Flex supports cold transfers.
• Share a note while transferring the Message. This is available only if your administrator has notes enabled.

For supervisors and team leads, if you have access to Flex Insights, you can view Messaging transfer attributes and custom metrics to learn more about how your team uses transfers.

If Messaging transfers are turned on for your Flex instance, you'll see Transfer as an option under Task in the task header when you're working in a Conversation.

To transfer a Message to another agent:

1. In the top-right corner of the Conversation, click Task, and then click Transfer.
2. In the agent list, hover over the name of the agent you want to transfer the Message to, and then click Transfer to AGENT NAME.
3. (Optional) If notes are available, in Notes for agent, add information about the Message, and then click Confirm Transfer.

To transfer a Message to a queue:

1. In the top-right corner of the Conversation, click Task, and then click Transfer.
2. Click the Queues tab.
3. In the queue list, hover over the name of the queue you want to transfer the Message to, and then click Transfer to QUEUE.
4. (Optional) If notes are available, in Notes for agent, add information about the Message, and then click Confirm Transfer.

As with other incoming tasks, you can accept or reject the request to transfer a Message.

When you accept a transferred Message, you can:

• View the Conversation history.
• View notes the transferring agent sent you, if your administrator has notes enabled.

If you use Flex Insights in your account, you can gather data about transfers using the following attributes:

• Transfer Type
• Transferred Segment
• Destination Type
• Destination
• Preceded By
• Followed By

Flex Insights also includes several custom metrics you can visualize using the Messaging Transfers dashboard. For details, see Messaging transfer metrics.