How to Transfer Conversations

As a staff agent, you can transfer conversations (calls and chats) to other agents or supervisors when you need help or when a client needs specialized assistance.

🔧 What You Need to Know

• Works with calls, SMS, webchat, and WhatsApp
• You can transfer to specific agents or to a queue (team)
• Two types: Cold transfer (immediate) and Warm transfer (stay connected until they join)
• Your conversation history transfers with the client

📞 How to Transfer a Call or Chat

Step 1: Click the Transfer Button

Look for the Transfer icon in your conversation window (usually looks like an arrow or forward symbol).

Step 2: Choose Your Transfer Type

Cold Transfer (Quick):

• Select the agent or queue from the dropdown
• Click Transfer
• You're immediately disconnected and the call/chat goes to them

Warm Transfer (Recommended):

• Select the agent or queue from the dropdown
• Click Invite to Join
• Stay in the conversation until the new agent accepts
• Brief them on the situation
• Leave when ready

Step 3: Add a Note (Optional but Helpful)

Before transferring, add a quick note about:

• Why you're transferring
• What the client needs
• Any important background information

💡 Best Practices

When to Transfer

• Client needs specialized help you can't provide
• Escalation to supervisor required
• Language barrier (transfer to bilingual agent)
• You're going off-shift and conversation isn't resolved

Transfer Tips

• Always explain to the client what's happening
• Use warm transfers when the situation is complex
• Add helpful notes for the receiving agent
• Stay professional - avoid saying "I don't know how to help"

ConnieRTC-Specific Best Practices (NSS PRODUCTION INSIGHTS)

• Test after any system updates - transfers are sensitive to configuration changes (workflow SID issues common)
• If transfers start failing - stop trying and notify supervisor immediately (likely system issue, not agent error)
• Use queue transfers over agent transfers when possible - more reliable routing and better load distribution
• Keep transfer notes brief but specific - helps receiving agent get up to speed quickly
• Don't transfer multiple times - if first transfer fails, escalate to supervisor instead of retrying
• "TaskRouter error: Bad Request" = System Issue - this error means backend configuration problem, not something you did wrong
• Monitor transfer success rate - if multiple transfers fail in short time, alert supervisor of possible system issue

What to Say to Clients

For Calls: "I'm going to connect you with [Name/my supervisor] who can better assist you with this. Please hold for just a moment."

For Chats: "I'm bringing in my colleague [Name] who specializes in this area. They'll join our conversation in just a moment."

🔍 What Happens Next

1. If transferring to a specific agent: They get a notification and can accept or decline
2. If transferring to a queue: The next available agent in that team gets it
3. Your conversation history: Automatically transfers with the client
4. Your stats: The transfer is recorded in your activity

⚠️ Common Issues

"Transfer button is grayed out"

• You might have an active warm transfer waiting
• Cancel any pending invites first

"Agent didn't accept the transfer"

• They might be busy or offline
• Try transferring to a queue instead
• Ask your supervisor for help

"Transfer fails with error message" (NSS PRODUCTION EXPERIENCE)

• Most common cause: System configuration issue (workflow SID problem)
• What you see: "TaskRouter error: Bad Request" or similar error messages
• What to do: Contact your supervisor immediately - this is NOT an agent error
• Important: Note the exact time and take a screenshot if possible
• Don't worry: This is usually fixed quickly by IT/Admin team (typically 5-15 minutes)
• NSS Learning: This error indicates backend configuration needs updating, not user error

"Client got disconnected during transfer"

• For calls: They should get a callback automatically
• For chats: The conversation continues when they reconnect
• Log the issue with your supervisor

✅ How to Test Your Transfers

After ConnieRTC System Updates (NSS VALIDATION PROTOCOL)

If your IT team tells you there was a system update, test transfers right away:

Quick Transfer Test (2 minutes) - CRITICAL FOR NSS:

1. Find a colleague who can help test
2. Start a test chat (use ConnieRTC test mode if available)
3. Try a cold transfer to your colleague
4. Verify they receive it and can accept within 5 seconds
5. Test a warm transfer - both of you should see each other in the conversation
6. Test conversation history - make sure all previous messages transfer
7. Report results to supervisor immediately

What Success Looks Like (NSS Benchmarks):

• Transfer completes in under 10 seconds
• No error messages appear (especially no "TaskRouter error: Bad Request")
• Receiving agent gets notification within 5 seconds
• Both agents can see complete chat history
• Client stays connected throughout
• Transfer button remains available for additional transfers

If Something's Wrong (NSS ESCALATION PROCESS):

• Take a screenshot of any error messages immediately
• Note the exact time when you tested (include timezone)
• Note which type of transfer failed (cold vs warm)
• Report to supervisor with: "Transfer test failed at [time] with [error message]"
• CRITICAL: If you see "TaskRouter error: Bad Request" - this indicates system configuration issue requiring immediate IT attention

🚀 Quick Reference

Action	Steps
Cold Transfer	Transfer button → Select agent/queue → Transfer
Warm Transfer	Transfer button → Select agent/queue → Invite → Brief → Leave
Add Note	Select transfer option → Type in note field → Transfer
Cancel Transfer	Find pending invite → Click Cancel

Need help with transfers? Ask your supervisor or contact Connie Support!