This guide provides a comprehensive overview of how to efficiently transfer email interactions within Contact Hub, highlighting the various methods available based on admin settings. It simplifies the process into clear steps, ensuring that users can easily navigate through options like Address Book, User, Queue, and Third Party transfers.
1. When dealing with an email interaction, you are able to transfer the interaction in up to 4 different ways (depending on Admin settings).
2. To begin the transfer process, simply hover over the interaction to reveal the quick action buttons. Select the Transfer Interaction button.
3. You will see the options available to you in the "Select a Transfer Type" card.
Address Book Transfer
4. Click "Address Book"
5. Step 1 - Choose an address book entry to transfer to. You are also able to CC and BCC emails here (these can be manually entered or selected from the address book).
6. Address book email contacts will be available via a dropdown.
7. Step 2 - Choose an outcome for the transfer. Usually its reccomended to only have 1 or 2 here so generally there wont be a huge list. Here, theres a single default outcome denoted by the padlock.
8. Step 3 - Add an optional message for the transfer (this will be visible on the contacts history).
9. Click place transfer to initiate the transfer. The interaction will then leave your "Assigned to me" list.
User Transfer
10. Select a User from the list of available Users.
11. Select an outcome to use for the transfer.
12. Add a transfer message.
13. Click place transfer to initiate the transfer. The interaction will then leave your "Assigned to me" list.
Queue transfer
14. Select a queue from your available Queues.
15. Choose an outcme to be applied to the transfer.
16. Add a Transfer message.
17. Click place transfer to initiate the transfer. The interaction will then leave your "Assigned to me" list.
Third Party Transfer
18. With Third Party transfers, you have the ability to enter an email address to transfer to.
19. You can search the address book or enter manually for "To, Cc and Bcc".
20. Once you have filled in the email addresses, move onto choosing an outcome.
21. Finally, add a transfer message if required.
