- Configure Transfer Type.
- CX Service supports two types of transfers: Warm Transfer and Cold Transfer, which are detailed here.
- Admins can either allow the agents to select a certain type of transfer or restrict them to the one that best meets their requirements.. To configure this, navigate to Settings → General → Transfers.
- If the admin wants the agents to be able to select the transfer type, they can enable the feature "Allow agents to select transfer".
Below is a representation of how it appears on the agent side when they want to transfer a conversation with this setting: - If the admin wants to restrict the agents to a specific form of transfer, the same option should be disabled and only one type of transfer should be chosen from the drop down.
Below is a representation of how it appears on the agent side when they want to transfer a conversation with this configuration:
- If the admin wants the agents to be able to select the transfer type, they can enable the feature "Allow agents to select transfer".
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