---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Transfer a Connect Support conversation to a different agent or queue

# Transfer a Connect Support conversation to a different agent or queue {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

You can transfer a Connect Support conversation to a different agent in the queue or
to a different queue.

## Vorbereitungen

Role required: none

## Prozedur

1. Open a Connect Support conversation.
2. At the bottom of the conversation, click the menu icon (![Menu icon]()) to open the Connect actions menu. {#t_TransferAConnectSupportConvo__step_OpenChatActionsMenu}
{#t_TransferAConnectSupportConvo__step_OpenChatActionsMenu}
3. In the Connect actions menu, select Transfer.  
   A transfer dialog box opens.  
4. Do one of the following actions.

   | Option | Bezeichnung |
   | Transfer the conversation to an agent | 1. To start the transfer request, click Transfer by an agent's name. Be sure to choose an agent who is online. A green dot on their avatar indicates that a user is online.{#t_TransferAConnectSupportConvo__p_uxg_nfg_h1c} You can cancel the transfer any time before it is accepted.{#t_TransferAConnectSupportConvo__p_vxg_nfg_h1c} 2. When the transfer is accepted, select one of the following options in the dialog box that appears. * Stay: Remain in the conversation, which is also known as a warm transfer. This option is ideal if you want to provide the new agent with background information or introduce the user to the new agent. * Leave: Exit the conversation, which is also known as a cold transfer. {#t_TransferAConnectSupportConvo__ul_zhy_wbl_wt} {#t_TransferAConnectSupportConvo__ol_xwf_sbl_wt} |
   | Transfer the conversation to a queue | Click Transfer by a queue. The system automatically removes you from the conversation and the conversation enters the queue you selected.{#t_TransferAConnectSupportConvo__p_xxg_nfg_h1c} |
   |-|-|

   {#t_TransferAConnectSupportConvo__choicetable_sqn_4bl_wt}
{#t_TransferAConnectSupportConvo__steps_sxg_nfg_h1c}