Difference between Transfer to Agent & Transfer to Queue chat action on AWA - WorkspaceSummaryWith AWA enabled, we have 2 actions available for agents on Workspace. The agents can choose to: Transfer the chat to a different agentTransfer the chat to a different queue When you transfer a chat to another agent, both the agents can type in the chat window, along with the end user. 3 people are involved in this conversation: End User + Chat Agent who initially accepted the chat + Chat agent to whom the chat was transferred.The agents involved here are from the same queue. However, when you transfer the chat to a different queue, there are only 2 people involved: End User + Chat Agent to whom the chat was transferred. The agents involved here are not from the same queue. Some of Use Case for: Transfer to Agent: The reason you have 2 agents involved when the chat is transferred to another agent is because, the previous agent might have to give a handover of the conversation so far, and any internal steps performed for assisting the end user.It can also be used, when an extra hand is required to assist the customer.When the first agent closes the interaction window from the workspace, it will automatically remove the agent from the interaction record.This transfer functionality can also be used when an end user wants to interact with a specific agent. Transfer to Queue: This transfer utility is used, when the ongoing chat is not an expertise for the specific queue agents where it has landed. The end-user selected the wrong option while initiating the chat.When a higher level of access is required to resolve a customer issue, and the chat needs to be transferred to a different queue.When a chat landed in the correct queue, and the agent has fixed the issue. However, if the customer has additional questions or issues which needs to be looked by a different queue, the transfer to queue function can be used.Related LinksIn both scenarios, the chat history from the previous agent will be visible. When a chat is transferred to an agent, the first agent cannot transfer the chat to another agent and queue. The chat can now be transferred only by the second agent who joined the chat. During transfer to agent, The second agent now becomes the current owner of the chat.The second agent does not have any assignment rule defined in the work item.For both the agents, the work item state is accepted. Everytime a chat is transferred to an agent or queue, a new work item is created. You can see the previous work item and queue details by adding the column - Previous Work Item on the awa_work_item table. Important Notes: - The behavior of the agents while transferring to an agent or queue remains the same when the chat is initiated from VA widget, MS Teams, Slack or Facebook.- If Mandatory Skill Assignment is enabled, agents must be mindful of which agents and queues they attempt to transfer items to. As the transfer options do NOT filter for agents or queuesthat possess the skill that is associated to an interactions. However, this does not mean the mandatory skill assignment rules are not enforced. This can lead to unexpected behaviors, such as work items being left in a queued state if they are transferedto queues where no agents within the queue have the necessary mandatory skills.To learn more about Mandatory Skill and Skill Management, you may refer to our documentation listed below: Mandatory skills Learn how Skill Determination works Configure Skills Management Tutorial: Automatically assign work to agents by skill