Transfer chats to another queue - Amazon Connect

Transfer chats to another queue

When a chat is transferred from a bot to an agent, or from an agent to another queue, all context is preserved. This context lets the next agent read all previous messages in that contact.

To transfer a customer to another queue
  1. Choose the Quick Connect button at the bottom of the CCP page.

                            The ccp, quick connect button.
  2. Choose or search for the queue you want to transfer to, and then choose the transfer button.

  3. You'll see a confirmation message: Chat transferred. You're now doing After Contact Work (ACW) for the customer. Choose Close to end the contact.

                            The ccp, the confirmation message.