---
schema_version: "1"
id: 5ba874a106f90339e6250dcb883d75a3425c8ee28dfd0e2ffdf4b870df52caf5
title: Track Transfer Status and Agent Availability
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_track_transfer_status_and_agent_availability.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_track_transfer_status_and_agent_availability.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c4e3ca8616c923bad1f273110fedd8d51073996936e93cb962625b341f95004c
description: You can monitor transfer routing details — including destination queue names and agent availability — and cancel transfer or conference requests directly from the transfer dialogue box.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Track Transfer Status and Agent Availability

You can monitor transfer routing details — including destination queue names and agent availability — and cancel transfer or conference requests directly from the transfer dialogue box.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

The updated transfer pages provide complete visibility into the routing process, ensuring you know exactly where a conversation is headed:

- The page explicitly displays the name of the specific routing destination queue during transfers and conference invitations.
- The page shows the total number of available agents currently in the destination queue, helping you gauge wait times.

Conference calls require explicit acceptance — if no agent in the queue accepts the invitation, the requester remains on the loading page until the session times out. Call transfers don't require acceptance. Once an agent initiates a transfer, the loading page disappears within seconds and the call waits in the queue.

## Cancel a Transfer Request

If a transfer or conference invitation is no longer needed, users can stop the routing process without waiting for it to time out.

- Cancel the request directly from the transfer dialogue box.
- If a cancellation request fails, a clear error message will appear in the dialogue box to guide you on the next steps.

![The new display panel for sending conference invitations.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_sending_conference_invitation.png)![The new display panel when transferring to a queue.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transferring_to_queue.png)![new display panel when a transfer isn't cancelled](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transfer_not_cancelled.png)