Task Transfer & Hand Off
Move any task to the right place — a Connie teammate, another team, or an outside partner — with everything intact.
Some requests don't belong with the first person who receives them. A voicemail, fax, or web-form request might need a different team, a specialist, or a partner organization that offers the service your client needs. Task Transfer & Hand Off lets an agent route an accepted task to the right destination — and the recording, transcript, or PDF travels with it, so nobody starts over.
Why It Matters
Voicemails, faxes, and form submissions are asynchronous — the person isn't waiting on the line, so there's no live call to "transfer" the usual way. Before this feature, these tasks were stuck wherever they first landed: the only option was to complete them. Task Transfer & Hand Off fixes that, so no request is trapped and every one reaches the person — or organization — that can actually help.
Two Ways to Route a Task
| Where it goes | How it travels | |
|---|---|---|
| Task Transfer (In-Network) | Another Connie queue or teammate — anyone with a Connie seat | The task moves live and native; it lands in their worklist with the recording/PDF intact |
| Task Hand Off (Out-of-Network) | An outside partner organization (not on Connie) | The task is packaged and emailed — a "Referral from [your org]" with the recording + transcript, or the PDF, attached |
The only difference is whether the recipient has a Connie seat. If they do, it's a live Transfer. If they don't, it's a Hand Off by email.
Works With
- ✅ Voicemail — the recording and transcript go with it
- ✅ Fax — the PDF goes with it
- ✅ Web-form / referral submissions — the PDF goes with it
Live calls and live chat/SMS keep their existing transfer — see Transferring Tasks.
- 👤 Staff Agents
- 👑 Administrators
For Staff Agents
On an accepted voicemail, fax, or form task, tap the route icon in the task header and choose:
- Transfer to a Connie queue or teammate, or
- Hand Off to an outside partner by email.
Everything attached to the task travels with it. Full step-by-step: Handing Off Tasks.
For Administrators
Task Transfer & Hand Off is enabled per organization. To turn it on:
- Enable the feature for your account and choose which queues appear as transfer targets.
- Add your referral partners to Shared Contacts with an email address — only partners that have an email appear in the Hand Off list.
Your Connie Care Team handles the technical enablement.
Availability
🚧 Beta — live and proven, enabled per organization on request. Talk to your Connie Care Team to turn it on.
Related: Handing Off Tasks (agent how-to) · Transferring Tasks (live calls & chat).