Transferring Tasks

New: one Send button for every task

Every task now has a Send button at the top. Send → Transfer moves the task to a coworker or a department in ThreadConnect, and ThreadConnect keeps track of it. For the full picture, including Hand off and Refer out, see ThreadConnect Task Sender.

Tasks stay for 96 hours

A task that arrives while you're closed will still be waiting for four full days — long enough to survive a weekend, and a holiday weekend. Close Friday at 5:30 PM, an email lands at 5:31 PM, and it's still there when someone starts Monday morning.

Live phone calls and web chats are the exception; their window is much shorter, because someone is on the line right now.

Need a different window for a program or channel? Custom settings are available — contact your ThreadConnect account representative or the ThreadConnect Care Team. See How Long a Task Stays in Your Queue.

Transfer sends a task to a coworker or a department in ThreadConnect. It stays in ThreadConnect, so nothing gets lost. You can transfer any kind of task: a phone call, web chat, text message, voicemail, fax, web form or email.

🔧 What You Need to Know

• Press Send, then Transfer. It works on every kind of task.
• You can transfer to a coworker or to a department (the next free person there picks it up).
• On a phone call you can talk to the coworker first (warm) or pass it straight over (cold).
• The conversation history goes with the task.
• If the department is closed, ThreadConnect asks you first. See the closed-department message.

📞 Transfer a Phone Call, Web Chat or Text

Someone is waiting with you, so Transfer is the only choice on the Send menu.

1. Press Send, then Transfer.
2. The transfer list opens. Pick a coworker (Agent tab) or a department (Queues tab).
3. On a phone call, choose how to pass it on:
   • Cold transfer: the call goes straight over and your task finishes.
   • Warm transfer: you talk to your coworker first, explain the situation, then leave the call.

Need to connect a caller to someone outside ThreadConnect? Use the External tab or the dial pad.

📠 Transfer a Voicemail, Fax, Web Form or Email

1. Press Send, then Transfer.
2. Choose a department or a coworker from the list.
3. Fax, web form and email: choose a disposition (and add a note if you like). This records how you handled it, because your copy closes as soon as you transfer it.
4. Press Transfer.
5. Voicemail: after the transfer, pick your disposition in wrap-up and press Complete.

Want to send it to someone who doesn't use ThreadConnect? That's Hand off or Refer out. See Handing Off & Referring Out.

💡 Best Practices

When to Transfer

• The client needs help you can't give
• Your supervisor needs to step in
• The client would be better served in another language
• You're going off shift and the task isn't finished

Transfer Tips

• Tell the client what's happening before you transfer
• Use a warm transfer on calls when the situation is complex, so nobody has to repeat their story
• Add a note so your coworker can pick up where you left off
• Transferring to a department is usually best — the next free person gets it
• If a transfer fails, don't keep retrying. Tell your supervisor.

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. To a coworker: they get a notification and can accept it.
2. To a department: the next free person there picks it up. If everyone is busy, it waits for the next free person.
3. History: the conversation history goes with the task.
4. Reports: every transfer is recorded.

⚠️ Common Issues

"I don't see the Send button"

• The Task Sender is switched on for each organization by the ThreadConnect team. Ask your supervisor.

"ThreadConnect says the department is closed"

• Press Cancel to keep the task, or Transfer anyway if you still want to send it.

"My coworker didn't accept the transfer"

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

"The transfer failed with an error message"

• This is usually a system problem, not something you did wrong
• Note the time and take a screenshot if you can
• Tell your supervisor right away, and don't keep retrying

"The client got disconnected during the transfer"

• For calls: they may get a callback automatically
• For chats: the conversation continues when they reconnect
• Let your supervisor know

🚀 Quick Reference

Action	Steps
Transfer a call, chat or text	Send → Transfer → Agent or Queues tab → pick → transfer
Warm transfer a call	Send → Transfer → pick → talk to them first → leave the call
Transfer a voicemail, fax, form or email	Send → Transfer → pick department or coworker → disposition → Transfer
Send it outside ThreadConnect	See Handing Off & Referring Out

Need help with transfers? Ask your supervisor or contact ThreadConnect Support.