Let agents transfer email sessions to a queue

You can configure Contact Center AI Platform (CCAI Platform) so that agents can transfer an email session from one queue to another. When an agent transfers an email session between queues, the session ID is maintained and a new email session isn't created. This is in contrast to when an agent assigns an email directly to another agent. In that case, a new email session is created.

Turn on email transfers

To turn on email transfers, follow these steps:

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

2. In the General pane, for Email Management, select the Enable Email Transfer Between Queues checkbox.

3. Click Save.