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Transferring a Support Session to Another Agent

    You can transfer a support session from the Support page of the Console to another agent.

    Restriction: This feature is available only in Standard and Premium plans.

    Select Start remote support session in the Instant remote support card on the Support page of the Console.

    A Support Key is generated and displayed in a new tab.
    Note:

    Once a Support Key is generated, it remains valid for starting a session for 60 minutes
    1. Click the Transfer Session icon on the card of the support session you want to transfer:

      Result: The support key gets displayed in a pop-up window.

    2. Send the support key to another agent.

      Result: A timer is displayed on the screen while the new agent is waiting for the original agent to Accept or Deny the transfer request.

    3. Once the request is approved, the session is transferred to the new agent.
    Article last updated: 21 November, 2022