---
schema_version: "1"
id: 02296b7373f486401e2b844c8ef9ce9dfa93c8dd84da7bb2f288a66ec7e719d4
title: Transfer Enhanced Chat Conversations to IT Support Reps
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_embedded_msgng_transfer_reps.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_transfer_reps.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 24a4295ee4b08309fdc92df9b38dac0284e7431be16905bb80d0a6332aab6515
description: Configure the IT Service Employee agent to transfer escalated Enhanced Chat conversations to the messaging queue for IT support reps.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Transfer Enhanced Chat Conversations to IT Support Reps

Configure the IT Service Employee agent to transfer escalated Enhanced Chat conversations to the messaging queue for IT support reps.

### 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;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d36762e74">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36762e74 ">To create, edit, and activate flows:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36762e74 ">Manage Flow</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36762e74 ">To build and manage Employee agents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36762e74 ">
              <p>Manage AI Agents</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
        </tbody>
      </table>

Complete the [automated Enhanced Chat setup](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_sf_go_steps.htm&release=264.0.0&type=5 "Salesforce Go simplifies the Enhanced Chat setup by automating multiple steps, from configuring Omni-Channel to routing chats to the IT Service Employee agent."). The automation creates the employee agent, the inbound Omni-Channel flow, the messaging channel, the routing configuration, and the **IT Employee Agent Messaging Queue**.

Complete the IT support rep steps in [Give Users Access to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_permissions.htm&release=264.0.0&type=5 "Give employees access to the IT Service Employee Agent and prepare IT support reps to receive Enhanced Chat conversations transferred from the agent.") to add them to the **IT Employee Agent Messaging Queue**.

To transfer conversations from the IT Service Employee agent to an IT support rep, configure an outbound Omni-Channel flow that routes work to the **IT Employee Agent Messaging Queue**.

See [Transfer Conversations from an Agent with an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=ai.service_agent_escalation.htm&type=5&language=en_US).