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How do I transfer a chat session?

338 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jan 28, 2020    Transfers Traffic

 

In LibraryH3lp, follow these steps to transfer a call to another service provider:

  1. Before you transfer, ask the patron if they would like to be transferred (you may wish to use the Chat - Transfer script)
  2. Ask in Campfire to see if one of your colleagues can take a transfer
  3. When you're ready to transfer, click the transfer button in the toolbar above the typing area (the icon with two arrows)
  4. In the box that pops-up, select to transfer the chat to "users" and in the drop-down select the service provider you are transferring to and click "Ok"
  5. Back in the chat session, you will see a message that the call is being transferred
    • Note: If you send a message to the patron while the transfer is in progress, you will re-claim the chat and the service provider on the other end will not be able to respond to the patron
  6. Wait until you see a message that the chat has been successfully transferred (e.g. answered by bceln-sadie-p) and the chat background greys out
  7. Once the transfer has been picked up by your colleague, you can close the chat on your end by clicking the "X" button in the top right

Note: You can add tags before transferring or when you close the transferred chat and these will be captured in the session data.

This short screencast (1min 30 sec / no audio) shows you how to transfer a chat to another service provider.