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.

You can also prevent a queue from receiving email transfers.

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.

Prevent a queue from receiving email transfers

You can configure any queue to prevent it from receiving email session transfers.

To prevent a queue from receiving email transfers, follow these steps:

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

  2. In the Email pane, click Edit / View.

  3. Click the queue that you want to edit.

  4. In the Settings pane, for Allow incoming Email Transfers, click the toggle to the off position.