Work with messaging transfers

With messaging transfers, you can:

• Send the message to another agent or to a queue. Currently, Flex only supports cold transfers.
• Share an AI-generated summary of the conversation, if your organization uses Agent Copilot.
• Share a note while transferring the message, if your administrator has notes turned on.

For supervisors and team leads, if you have access to Flex Insights, you can view messaging transfer attributes and custom metrics to learn more about how your team uses transfers.

If messaging transfers are turned on for your Flex instance, you'll see Transfer as an option under Task in the task header when you're working in a conversation.

To transfer a message to another agent:

1. In the top-right corner of the conversation, click Task, and then click Transfer.
2. In the agent list, hover over the name of the agent you want to transfer the message to, and then click Transfer to AGENT NAME.
3. (Optional) If you use Agent Copilot, in Transfer Summary, review the suggested text, and edit it if needed.
4. (Optional) If notes are available, in Notes for agent, add information about the message, and then click Confirm Transfer.

If you transfer a message to an agent who isn't available, or if the agent rejects the task, Flex sends the message to the next agent in the workflow.

To transfer a message to a queue:

1. In the top-right corner of the conversation, click Task, and then click Transfer.
2. Click the Queues tab.
3. In the queue list, hover over the name of the queue you want to transfer the message to, and then click Transfer to QUEUE.
4. (Optional) If you use Agent Copilot, in Transfer Summary, review the suggested text, and edit it if needed.
5. (Optional) If notes are available, in Notes for agent, add information about the message, and then click Confirm Transfer.

As with other incoming tasks, you can accept or reject the request to transfer a message.

When you accept a transferred message, you can:

• View the conversation history.
• View an AI-generated summary of the Conversation, if you have Agent Copilot.
• View notes the transferring agent sent you, if your administrator has notes turned on.

If you use Flex Insights in your account, you can gather data about transfers using the following attributes:

• Transfer Type
• Transferred Segment
• Destination Type
• Destination
• Preceded By
• Followed By

Flex Insights also includes several custom metrics you can visualize using the Messaging Transfers dashboard. For details, see Messaging transfer metrics.