Setting up the Transfer to Queue or to Agent feature

The purpose of this article is to describe the configuration required for the native Salesforce Enhanced Chat component to allow an agent to transfer an Enhanced Chat session to other agents, queue, or flows.

Configuration

To show a list of possible transfer destinations, the Language IO component requires that you select all profiles. This is because selecting individual profiles is not sufficient to show possible destinations in the Translation tab (however, it shows them in the native component).

In this article

• Allowing transfers to all agents, queues and flows
• Allowing transfers only to queues

Allowing transfers to all agents, queues and flows

1. In Setup, search for Presence configurations:
   
2. Select the team or agent that you want to configure, and click Edit. Alternatively, click Create New View to create a new one.
   

3. Under Transfer Destinations, select the "select all..." options:
   

   Note: If you leave the Select all profiles checkbox blank for all presence configurations that your agents are assigned to, or if one of the agents is not assigned to any presence configurations, they cannot make a transfer to another agent in the Language IO translation tab: the Agents option still shows in the dropdown, but the list is empty.
4. Click Save at the bottom of the page to save your changes.

Allowing transfers only to queues

As of version 1.20, you can restrict transfers to only have queues as destinations. This means you can configure agents so that they can transfer a session back into a queue, but not an individual agent.

1. In Setup, search for Presence configurations:
   
2. Select the team or agent that you want to configure, and click Edit. Alternatively, click Create New View to create a new one.
   
3. Under Transfer Destinations, only check the Select all queues option, and leave the other ones blank:
   
4. Click Save at the bottom of the page to save your changes.