This ensures that customers receive immediate assistance when the assigned agent is busy, for example, handling other active chats.
There are two ways to do this:A. From Monitor > Agents
In the list of agents, you will see that those with active conversations have the Details option. Click there to go directly to that conversation.
B. From Monitor > Active Conversations
Click View Details to access the ongoing conversation.
→ In both cases, within the conversation, click Transfer (located in the upper right corner of the chat box).
→ Then, select the agent or group to which you want to transfer the conversation and continue with the usual transfer flow.
In the tour below, you will see both views within Live.