By clicking on Chat options in the chat window (the three dots in the top right-hand corner), you have access to additional chat settings, including Transfer chat.
The transfer chat feature allows you to transfer the chat conversation to another agent. By clicking ‘Transfer chat’ you see the available agent you can transfer the chat to. The feature includes a required internal message to the other agent.
Once you choose that option you can choose a colleague to whom to transfer that chat and you need to write a reason for it. The reason message will be visible only for the agents. The customer will see a message that the chat has been forwarded to someone else. The internal message will not be visible to the customer.
If an agent receives a transferred chat, there will be a blue arrow indicator in the right upper corner of the chat in the chat list section.