Turn on Messaging transfers for Conversations (Public Beta)

When you turn on Messaging transfers, agents can transfer a Message (including the Conversation history) to another agent or queue. This makes sure a Message reaches the best qualified agent along with the relevant context. Messaging transfers also includes an option to let agents share notes during a transfer.

• Flex UI 2.8.x or later.
• Flex Conversations is set up.

• Cold transfer to an agent or queue using the same Messaging channel.
• Sending notes with a Message transfer, if you contact us to turn on this option.
• Viewing insights and metrics associated with transfers, if you use Flex Insights.

The following functionality isn't available yet with the public beta release:

• Warm transfer.
• Transferring email Messages.
• Transferring a Message to a workflow. Transfer to a queue sends the Message directly to the queue.

• After an agent transfers a Message, if another agent transfers the same Conversation back to the original agent while that agent is still completing the wrapup, an error occurs if the agent tries to accept the transfer. In this case, we recommend that the original agent completes the wrapup before accepting the transfer.
• When an agent receives a transfer, an intermittent issue may occur when loading the transfer details, including transfer notes, to the chat transcript in the agent UI.

If you have the Flex Conversation Transfer plugin or a custom conversation transfer plugin installed, turn off that plugin before turning on Messaging transfers.

When you turn on Messaging transfers, agents can transfer a Message to another agent or to a queue.

To turn on Messaging transfers:

1. In the Twilio Console, go to Flex > Manage > Transfers, and then click the Messaging tab.
2. Toggle on Enable Messaging transfers.
3. Click Save.