Transfer limits for chats

You can configure the maximum number times that a chat can be transferred. When the limit is reached for a session, you can configure whether no additional transfers are allowed, or whether one final transfer to a specified queue is allowed.

To configure transfer limits for chats, follow these steps:

1. In the CCAI Platform portal, click Settings > Chat. If you don't see the Settings menu, click Menu.

2. Go to Web & Mobile.

3. Click the Use Web & Mobile Chat toggle to the on position.

4. In the Web & Mobile Chat Settings pane, for Transfer Limits, do the following for Web or Mobile, or both, depending on your requirements:

   1. Select the **Limit the total count of transfers in a single chat session ** checkbox.

   2. In the number field, enter the maximum number of transfers allowed.

   3. For When the transfer count exceeds the limit, select one of the following:

      • Disable all transfer options: when the limit is reached, this prevents an agent from making additional transfers

      • Allow one final transfer to the queue: when the limit is reached, this lets an agent do a final transfer to a queue that you specify. The languages that are enabled in your instance appear. Do the following:

        1. Click the Search queue field next to the first language in the list. A list of queues that are available for that language appears.

        2. Click the queue that you want to receive the final transfer. You can type a queue name to narrow your search.

        3. Repeat for every language in the list.

   4. To complete your configuration, do the following:

      • Select the Include transfer by virtual agent in total transfer count checkbox if you want transfers by virtual agents to be counted.

      • Select the Include transfer by human agent in total transfer count checkbox if you want transfers by human agents to be counted.

      • Select the Reset transfer counts to "0" when the chat is dismissed checkbox if you want transfers to reset after the chat.

   5. Click Save Chat Details.

Session metadata

The session metadata file contains the transfer_limit field, which provides information about the transfer limit for the session. For more information, see Session metadata file.

Here's an example of a transfer_limit field:

"transfer_limit": {
    "enabled": true,
    "limit_count": 10,
    "limit_reached": "true"
  },

Agent experience

If you select Disable all transfer options when configuring the transfer limit, the Chat Transfer button in the agent adapter is inactive when the transfer limit is reached for a chat session. If you select Allow one final transfer to a queue, the Chat Transfer button is active but only the queue that you specified is available for transfer. After transferring the chat, the Chat Transfer button is inactive.