This article refers to session transfers within Omnichannel campaigns only. To learn more about transfers in call campaigns, see the article titled Call Transfers.

While messaging with a customer, agents have the ability to transfer the conversation to another agent in the same Omnichannel program.

Example: A customer visits your website and starts chatting with an agent, which results in the customer wanting to add an item to the order they just placed. The conversation starts in Customer Service, then transfers to Sales Support.

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1. The campaign(s) that will be receiving the transfers MUST be in the same Omnichannel Program
   Refer to the other articles in the Omnichannel section of the Help Center for help in configuring programs/campaigns/settings
2. Conversations can ONLY be transferred between the same channel
   • A conversation that started on Facebook Messenger can be transferred to another agent in the same or different campaign, but it will only transfer to campaigns within the same programprogram that are configured to use Facebook Messenger.
     *SingleComm Omnichannel currently does not support transfers from one channel type to another (SMS>email, etc.)

Transferring:

During a chat, the Agent will see two buttons above their reply window:

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 Create custom dispositions that indicate a session transfer!

Omnichannel dispositions can be customized per campaign, so why not create some that indicate in your CX Explore reports that the session was transferred?
Each agent interaction is considered a separate session in CX Explore and a custom disposition may help quantify the nature of the conversation.

^The above example shows a report from CX Explore, Highlighting custom dispositions. The disposition code is shown, and indicates that the sessions were transferred. Your disposition codes can be named however you wish. For more information on creating dispositions in Omnichannel, click here.

Currently, the agent that accepts the transfer will not receive the message history. 
This will be implemented on a future release.

However, if the customer was communicating via webchat, the information they were prompted for at the start of the chat will transfer

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