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.

For session transfers to be successful:

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 program 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:

• Transfer
• Disposition

To shift the conversation to another campaign, click Transfer

On the Transfer pop-up, click the dropdown window to display a list of transfer options within the Program.
*As mentioned, the only campaigns that will appear in this list are in the same Program, and of the same channel-type.

Click the campaign you would like to transfer to.

• This sends the chat to the queue where it will be picked up by an available agent.
  
  Be advised: If you are attempting to transfer to another agent in the same campaign or a different campaign that you are also part of, and no other agents are available, the conversation will be routed back to you.
  To prevent this, it is recommended that session transfers be used to transfer between campaigns with unique team members.
  
  
• Once the chat is transferred to the queue, the originating agent will not receive any further incoming messages from that customer. The agent should disposition their session, after which they can either stay available to handle other incoming messages or take a break. 
• While the chat is being transferred, the status indicator in the top right will change from Chat in progress:
  
  to Wrapping up:
  

 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