Transfer email interactions

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 1 minute de lecture

    • Transfer a CCaaS-routed email interaction to another queue or agent when the interaction needs to be handled by a different team or individual.

    Avant de commencer

    Role required: sn_customerservice_agent and awa_external_user

    Pourquoi et quand exécuter cette tâche

    • The email interaction must be routed via CCaaS. The Transfer Email action is not available for AWA-routed interactions.
    • Only queues and agents configured in the external queues section appear in the transfer options.

    Procédure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Select the List icon (List icon ).
    3. In the Interactions section, select My Interactions.
    4. Open an email interaction.
    5. Select Transfer email from the options.
      The Transfer Email window displays queues and agents configured as external queues in the instance.
    6. Select any one of the following:
      • To transfer to a queue, select the Queues tab, search for the target queue, and select the arrow (Transfer icon to transfer a queue or another agent ) icon.
      • To transfer to an agent, select the Agents tab, search for the target agent, and select the arrow (Transfer icon to transfer to another agent ) icon.
        Remarque :
        Only available agents in the external queue are displayed in the Agents tab.

    Résultats

    • A message confirms the transfer (for example, This email has been transferred to Queue name).
    • The interaction record is updated in both CCaaS and the instance.
    • The current agent’s ownership and capacity are released. Transfer details (source, target, timestamp) are logged in the Work item table.