Transferring a chat

The instructions below are for desktops and laptops only.

Transferring a chat allows you to smoothly hand off a conversation from one agent to another agent or department. This helps ensure your visitors get the most accurate and efficient support by connecting them with the best available team member.

You might want to transfer a chat if:

• The visitor’s question or issue is outside your expertise.

• Another agent or department is better suited to assist.

• You need to escalate the conversation to a supervisor or specialist.

1. Log in to your tawk.to account.

3. Click Inbox on the top menu.

4. Select Chats in the left menu. Then, open the chat you want to transfer.

5. Click Transfer chat at the top of the chat.

6. Choose the agent or department you want to transfer the chat to.

7. You can add a note to help the new agent understand the context. Then, click Transfer.

8. The visitor will be notified that their chat is being transferred.

9. The new agent will see a notification on the left panel, which they can click to open and join the chat.

Using AI Assist? If you're on a paid plan, you can train AI Assist to automatically transfer chats to a human agent whenever a complex question needs a personal touch. You can also manually take over any chat from AI Assist anytime.

See these guides to learn more:

How to train AI Assist to transfer chats to human agents

How to take over a chat from another agent or AI Assist

• You can only transfer chats to agents who are currently online.

• Transferring a chat does not close it; the new agent can continue the conversation seamlessly.

• If the new agent is unavailable, the transfer cannot be completed — consider escalating to a supervisor or using a department transfer instead.

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