Overview
AstraChat does not have a one-click "transfer conversation" button that moves an existing conversation from one channel (inbox) to another. However, there is a simple and effective workaround using the New Message feature from the contact sidebar. This allows you to start a new conversation with the same customer on a different channel, providing a seamless handoff experience.
When to use this: When a customer contacted the general company inbox (e.g., through the website chat) but needs to be assisted by a specific branch that has the product or service they are looking for, or when their inquiry should be handled by a department that operates on a different channel.
Step-by-Step Guide
Follow these steps to transfer a conversation to another channel:
The Process
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1
Open the conversation you want to transfer
Navigate to the conversation that needs to be moved to a different channel.
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2
Go to the contact sidebar (right panel)
In the right sidebar, you will see the customer's contact information and previous conversations.
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3
Click "New Message"
Click the New Message button in the contact sidebar. This opens a dialog to create a new conversation with the same contact.
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4
Select the destination channel (inbox)
In the new message dialog, select the channel you want to transfer the conversation to. For example, if a customer contacted the general website chat asking about a product only available at the Lindora branch, select the Lindora inbox.
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5
Compose a transfer message
Write a courteous message to the customer explaining the transfer. Include context about their inquiry so the receiving team has the information they need. See the message templates section below for examples.
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6
Set priority and assign an agent (optional)
Once the message is sent, the new conversation will be created. From there, you can assign a priority level and a specific agent. This ensures it gets immediate attention from the right person.
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7
Send and resolve the original conversation
Send the message. Then go back to the original conversation and mark it as Resolved, optionally leaving a private note explaining the transfer for your team's reference.
Message Templates
Here are example messages you can use when transferring a conversation. Customize them to fit your situation.
Transfer to another store / location
"Good evening Manuel,
We are going to transfer you to the Lindora store chat so they can help you with your inquiry about size M helmets in white.
On behalf of BikeStation Lindora, it was a pleasure assisting you."
Transfer to a specialized department
"Hello Maria,
I'm connecting you with our technical support team who can better assist you with your warranty claim. They'll have all the details about your case.
Thank you for your patience!"
Transfer to a different channel type
"Hi Carlos,
To better assist you with your account issue, I'm transferring your conversation to our email support channel where we can share the detailed documentation you need.
You'll receive a message shortly. Thank you!"
Best Practices
- Always explain the transfer -- let the customer know why they are being transferred and who will be helping them next. This avoids confusion.
- Include context in the transfer message -- mention what the customer needs help with so they don't have to repeat themselves.
- Leave a private note on the original conversation -- explain why the conversation was transferred and link to the new one if possible.
- Assign priority and agent -- set the appropriate priority on the new conversation and assign it to the right agent so it gets handled promptly.
- Resolve the original conversation -- after transferring, mark the original conversation as Resolved to keep your inbox clean.
- End on a positive note -- thank the customer and close politely from the original channel before the new channel picks up.
Quick Reference
New Message
Contact sidebar → New Message
Select Channel
Pick the destination inbox
Send & Resolve
Transfer, assign, and close original