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Enable transfer of conversations to representatives

You can enable the transfer of conversations to customer service representatives (service representatives or representatives) in your contact center. This allows service representatives to transfer conversations to other representatives, making sure that customers receive the assistance they need.

Prerequisite

System administrator or Omnichannel administrator role.

Enable transfer of conversations

  1. In Copilot Service admin center, go to Channels in Customer support.
  2. Select Manage for Consult and transfer.
  3. On the Consult and transfer page, enable the transfer to representatives toggle.
  4. Select Save.

Runtime experience

Only after you enable the transfer to representatives setting, your service representatives can see the Representatives tab on the communication panel. The tab also appears when the representative wants to transfer conversations to another representative after engaging in a consultation with them.

Transfer conversations to representatives
Transfer calls to representatives