24.1 Purpose of Transfer

The live-chat transfer function moves the active human Conversation claim from one eligible workspace operator to another.

Transfer is useful when another teammate is better suited to handle the visitor or when the current operator needs another person to continue the Conversation.

24.2 Opening the Transfer Menu

When you own the live Conversation, the operator composer provides a Transfer control when other eligible workspace members are available.

If there are no other workspace members to transfer to, the control can be disabled.

24.3 Online and Offline Teammates

The Transfer menu groups teammates by availability:

• Online operators appear first.
• Offline operators can still appear below them.

An offline teammate may still be selected when the operational intent is to assign the Conversation for later handling.

24.4 Transfer Eligibility

The receiving user must:

• Exist as a user.
• Be an accepted member of the Agent's workspace.
• Have permission to update the Agent associated with the Conversation.

If the selected person does not meet these requirements, the transfer can be rejected.

24.5 Performing the Transfer

1. Claim the Conversation.
2. Review the visitor's current state.
3. Select Transfer.
4. Review the Online and Offline teammates.
5. Select the intended teammate.
6. Wait for the transfer confirmation.

24.6 What Transfer Changes

Successful transfer moves the current Conversation claim to the receiving operator and updates the claim time.

The visitor-side live-chat state is also notified of the new operator identity according to the workspace's live-chat personalization behavior.

24.7 Transfer Audit Note

AIUNIFY Chat automatically adds an internal system note to the thread describing the transfer from the previous operator to the new operator.

This audit note is visible in the operator thread but is not surfaced as a normal visitor message.

24.8 After Transfer

Once the transfer succeeds, the previous operator should no longer treat the Conversation as their active reply session. The receiving operator becomes responsible for the live claim.

24.9 Transfer Best Practices

• Prefer an Online teammate for immediate visitor assistance when possible.
• Give the receiving operator useful context before or through an internal Note.
• Do not repeatedly transfer a visitor without operational need.
• Verify that the transfer succeeded before leaving the Conversation.