Configure the transfer rules for a specific group, defining whether conversations can be transferred between groups or directly between agents. This way, you can manage how transfers occur within your operation in a customized way.

⚠️ Attention: This feature is only available for Operator and Admin profiles.

How it works

To configure and view transfer rules, go to Support service > Settings > Conversation Settings > Transfer Rules > Manage.

On the main screen, you will see:

• The group to which the rule applies;
• The creation date of the rule;
• The last update made;
• Options to edit or delete the rule.

💡 Tip: Use filters to get specific search results.

Create a new rule for group-to-group transfers

1. Go to Support service > Settings > Conversation Settings > Transfer Rules.
2. Click on Manage.
3. Select Create new rule.
4. Choose a specific group.
5. Enable the Allow transfer to other groups option and select the groups to which the transfer will be allowed.
6. Define the transfer conditions,allowing it to occur only if agents are:
   • Online and available
   • Online and unavailable
   • Offline
7. Click Create rule.

Done! Your group-to-group transfer rule has been successfully created.

Create a new rule for agent-to-agent transfers

1. Go to Support service > Settings > Conversation Settings > Transfer Rules.
2. Click on Manage.
3. Select Create new rule.
4. Choose a specific group.
5. Enable the Allow direct transfer to another agent option.
6. Define the transfer conditions,allowing it to occur only for agents who are:
   • Online and available
   • Online and unavailable
   • Offline
7. (Optional) Enable the Allow transfer to agents at the maximum support limit option.
8. Click Create rule.

Done! Your agent-to-agent transfer rule has been successfully created.

How are transfers carried out?

Agents can choose which group or agent they want to transfer the support request to directly from the support inbox. The transfer will always follow the settings defined for the agents' status.

Example of group transfer:

If your company has different support levels (L1, L2, and L3), the transfer can only be made:

• From L1 to L2 and from L2 to L3;
• From L3 to L2 and from L2 to L1.

This ensures that the support flow follows the defined structure.

Example of agent transfer:

If a customer contacts via WhatsApp to discuss overdue invoice payments, the request can be directed to an agent from the billing team. Since the matter is sensitive and requires a quick resolution, the transfer can only be made to agents who are logged in and available at that moment, ensuring the customer receives immediate assistance.