Moving an active conversation from one agent or team to another.
Chat transfer is the action of reassigning a live conversation from one agent, team, or department to another. It can be warm (with introduction and context handoff) or cold (direct reassignment).
Warm transfers provide better customer experience because the receiving agent gets context before taking over. Key transfer types include agent-to-agent, team-to-team, and department-to-department. Effective implementations preserve the full conversation history and any internal notes.
Lodgestory supports warm and cold transfers with full context preservation, internal notes, and configurable transfer routing rules.
Connect a channel and see it run on your own conversations today.