---
sourceDocument: Yokohama ServiceNow AI Platform user interface
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/platform-user-interface

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama ServiceNow AI Platform user interface

ft:clusterId :

    - platux

bundleId :

    - platux

workflow :

    - Platform


---

# Transfer a chat to another queue

# Transfer a chat to another queue {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Route a chat to another queue. Any agent who belongs to the associated queue can
accept the chat.

## Before you begin

Role required: workspace_user

## Procedure

1. Navigate to AllWorkspace HomeInbox.
2. On the Action toolbar, select the transfer to queue icon (![Transfer to queue icon.]()).
3. In the Transfer to Queue panel, select the queue to transfer the chat to.  
   When you transfer a chat, the current work item associated with the interaction is marked as closed complete. A new work item is associated with the new queue and the chat is added to the selected queue. When a receiving agent accepts the transfer, that agent sees the conversation and the chat history in the Active Chat panel. When you're transferred from a live agent back to a queue, the logic doesn't check for live agents, and the chat goes to the queue to be picked up by an agent.

*[\>]: and then