Transfer a chat to another operator

Transferring a chat lets you hand a request to a colleague when the question is outside your area or when your shift ends. This guide shows how to send a transfer request, follow its status, and cancel it if you change your mind.

When you need this

• The customer's question is outside your responsibility and needs a specialist.
• Your shift is ending and you are handing over active dialogs.
• The customer asks for a specific operator they spoke to earlier.
• You need to hand several of your dialogs to the same colleague.

What to know first

• A transfer is a request, not an instant action. The chat changes hands only after your colleague clicks "Accept dialog".
• Right after you send it you will see "Transfer request sent". That confirms the request went out — not that the transfer happened.
• The actual result arrives separately: "Operator accepted Dialog" when your colleague accepts, or a message about cancellation or a timeout.
• Your colleague has a limited time to decide (2 minutes by default). If they do not answer, the request is cancelled automatically.
• While a request is pending, the "Transfer dialog" buttons for that chat are disabled — this prevents duplicates.
• You can transfer different dialogs of yours to the same colleague: each request lives on its own.

Before you start

• You are signed in with operator permissions.
• You opened the Operator panel module via Menu -> Operator panel.
• You are connected to the chat you want to transfer.
• The colleague you are transferring to exists in the system.

Step-by-step

1. Open the chat — the conversation history opens on the right.
2. Open the chat menu (three dots in the header) and choose "Add operator / transfer dialog".
3. Find your colleague — search by name or email, or filter by skill group.
4. Click "Transfer dialog" on their card.
5. Optionally write a message for your colleague — it helps them pick up the context faster. You can leave it empty.
6. Confirm. The window closes and you see "Transfer request sent. Waiting for the operator to accept the dialog".

What happens next

Your colleague immediately gets a prompt with a countdown. There are three possible outcomes:

While the request is pending, a banner at the top of the transfer window reads: "The dialog is being transferred to {name}. Waiting for confirmation".

How to cancel a transfer

If you change your mind, or your colleague is not responding:

1. Open the chat menu and "Add operator / transfer dialog" again.
2. At the top of the window you will see the banner with your colleague's name.
3. Click "Cancel transfer chat to operator".

The request is withdrawn, the prompt closes on their side, and the transfer buttons become active again — you can hand the chat to someone else.

How to verify it worked

• You received the "Operator accepted Dialog" message.
• The chat disappeared from your active dialogs list.
• A system record about the transfer appeared in the conversation.

FAQ

Why is the "Transfer dialog" button disabled? This chat is already being transferred to someone. Cancel the pending request (see the section above) — then you can hand it to a different colleague.

I reloaded the page — is the request gone? No. If you are the recipient, the prompt is restored automatically, together with the time left to decide.

Two dialogs are being transferred to me — why do I see only one? Prompts are shown one at a time. As soon as you decide on the first, the next one appears.

Is the colleague's workload checked? No. A transfer does not check the recipient's dialog limit — they can accept a chat even beyond their quota.

Related material

• About connecting a chat to an operator
• About redistributing chats from an operator
• View active dialogs