---
schema_version: "1"
id: c0f41193e1b752793598a8c2051f7b6026cb54cd8d7d1bd462c68b4d6a60588a
title: Transfer a Messaging Session
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/livemessage_agent_transfer_session.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_agent_transfer_session.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c818e2b4414f1eb6d68c3fcb57d8a4897b3a179eb68adc5f71dfbb3db688fe13
description: Increase your capacity to accept incoming messaging sessions by transferring an existing messaging session. Service reps can transfer a messaging session to another qualified service rep, queue, or routing flow. Service reps in a partner contact center can also transfer to contacts external to your Salesforce organization if routing is controlled by a partner vendor.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Transfer a Messaging Session

Increase your capacity to accept incoming messaging sessions by transferring an existing messaging session. Service reps can transfer a messaging session to another qualified service rep, queue, or routing flow. Service reps in a partner contact center can also transfer to contacts external to your Salesforce organization if routing is controlled by a partner vendor.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="livemessage_agent_transfer_session__d619e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_agent_transfer_session__d619e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
              WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for
              Business, Enhanced LINE, and Bring Your Own Channel</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</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="d120240e98">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120240e98 ">To transfer enhanced messaging sessions to flows:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120240e98 ">Run Flows</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120240e98 ">To receive transferred messaging sessions or end your own messaging sessions in
              Enhanced Chat:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120240e98 ">
              <p>Enhanced Chat User permission set license</p>
              <p style="margin-bottom:0;">AND</p>
              <p style="margin-bottom:0;">Enhanced Chat Rep user
                permission</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120240e98 ">To receive transferred messaging sessions or end your own messaging sessions in
              enhanced messaging channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120240e98 ">
              <p>Messaging User permission set license</p>
              <p style="margin-bottom:0;">AND</p>
              <p style="margin-bottom:0;"> Messaging Agent user
                permission</p>
            </td>

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

So that you can transfer sessions to other service reps, make sure that your admin has selected **Enable Skills-Based and Direct-to-Agent Routing** on the Omni-Channel Settings page in Setup.

1. In an active messaging session, click the transfer icon in the lower-left corner of the Conversation component.
2. Select a recipient type: Agent, Queue, or Flow, or Others (Bring Your Own Channel for CCaaS only). Only service reps (agents) who are online with a Messaging presence status appear in the list.
    
    ![Transfer window showing a list of available agents and flows](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_transfer.png)
    
    ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)
    
    Tip The Agent list shows only service reps who are online with a Messaging presence status and who have the Messaging User or Messaging for In-App and Web User permission set license. You can see each service rep's capacity percentage, including those at full capacity. The Queue list shows each queue’s estimated wait time, but no wait time is shown unless service reps accepted at least 10 messaging requests in the queue in the last 10 minutes. The Others list shows contacts external to your Salesforce organization. Others is an option for Bring Your Own Channel for CCaaS if routing is controlled by a partner vendor.
3. Select a recipient and click **Transfer**.
4. When the selected service rep accepts the transfer, the original rep is removed from the conversation and their tab closes automatically. After a service rep clicks **Transfer**, the transfer can’t be canceled.

Service reps can’t decline transfers, even if the option to let service reps decline work requests is selected in your Omni-Channel presence configuration settings. If a service rep is at 100% capacity and a session is transferred to them, the session enters a waiting state in which the original service rep is removed. The transfer completes when the recipient service rep is available to accept it.

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)

Tip To get help from a supervisor during an active messaging session, click the flag icon and enter your message. You and your supervisor can exchange messages that aren’t visible to the customer. These messages appear in the conversation transcript.

#### See Also

- [Reassign Work Manually](https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_reassign_work.htm&language=en_US)
- [_Salesforce Help:_ Customize Messaging Transfer and Conference Destinations for Service Reps](https://help.salesforce.com/s/articleView?id=service.messaging_agent_transfer_destinations.htm&release=264.0.0&type=5 "Reduce long transfer or conferencing destination lists when service reps just need to deliver a session to the right place quickly. Choose whether to show all profiles, queues, and flows, or just show some.")