# How To Transfer A Chat To Another Agent

Transferring a chat allows you to hand over an ongoing customer conversation from one agent to another without losing context. This ensures faster resolution, better collaboration, and a smooth customer experience.

### When Should You Transfer a Chat?

You may want to transfer a chat when:

* The query requires a specialist or senior agent
* Your shift is ending
* The chat belongs to a different department (sales, support, billing, etc.)
* You want another agent to follow up with the customer

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### Prerequisites

Before transferring a chat, make sure:

* You have access to the **Inbox** module
* The chat request has been **accepted**
* The target agent is **active** and available

#### Initial Steps By User using the Bot:

1. Select your Bot 
2. Click on the specific Bot
3. Click on the Edit Chat flow option.
4. Select your default chat flow

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5. Click on Test button to test the chat flow

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6. Click on Start Live chat option triggering the Agent to live Chat

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### Step-by-Step: How to Transfer a Chat to Another Agent

#### Step 1: Open the Inbox

1. Log in to your **BotPenguin Dashboard**
2. Click on **Inbox** from the left-hand menu
3. Go to the **Chats** tab

#### Step 2: Accept the Chat Request (If Not Already Accepted)

* When a new chat request arrives, you’ll see a notification at the top right
* Click **Accept Request** to take ownership of the chat

> ⚠️ Only accepted chats can be transferred.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2Fp5b4aGjx7xOdsnGx0l9L%2Fimage.png?alt=media&#x26;token=8253ec05-c41a-4dbd-b89c-fc0a5ef5f8ab" alt=""><figcaption></figcaption></figure>

#### Step 3: Open the Conversation

* From the chat list, click on the customer conversation you want to transfer
* The chat window will open in the center panel
* Chat is in the live flow

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FYQdYcRiww0yJSwCTiURG%2Fimage.png?alt=media&#x26;token=9c0294ce-2fb6-4483-92d1-d7bacb103687" alt=""><figcaption></figcaption></figure>

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#### Step 4: Click on the Transfer Option

* At the top of the chat window, click on the **Transfer** button.
* A dropdown or modal will appear showing the list of available agents.

#### Step 5: Select the Agent

* Choose the agent you want to transfer the chat to.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FvuwBJcOBF0Esq9eqFvbD%2Fimage.png?alt=media&#x26;token=94de3e12-fa82-4269-a56b-6abbaebd8934" alt=""><figcaption></figcaption></figure>

#### Step 6: Chat Successfully Transferred

* The chat is now assigned to the selected agent
* You will no longer be able to send messages in that conversation
* The new agent can continue the chat seamlessly with full history

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FVPrQFFzyfk046ca6zu21%2Fimage.png?alt=media&#x26;token=9e2b752f-d7ec-468d-baf0-db14e2a9016c" alt=""><figcaption></figcaption></figure>

### What Happens After Transfer?

* The customer remains in the same conversation (no disruption)
* Full chat history is visible to the new agent
* Ownership of the chat changes instantly
* The transfer is logged for tracking and accountability

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### Important Notes

* A chat can be assigned to **only one agent at a time**
* You cannot transfer a closed conversation
* If the agent is offline, the transfer may fail
* Admins can reassign chats if required

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### Troubleshooting

**Transfer button not visible?**

* Make sure the chat is accepted
* Check if you have agent permissions

**Target agent not listed?**

* Ensure the agent is active and added to the workspace

**Unable to send messages after transfer?**

* This is expected behavior once the chat is reassigned

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### Need Help?

If you face issues while transferring chats, contact **BotPenguin Support** with:

* Bot Name
* Chat ID (if available)
* Agent email or name

We’ll help you resolve it quickly.