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Transferring a conversation lets you hand off a customer interaction to the right team or agent when needed. This is common when a conversation starts with one team but requires expertise or action from another — for example, a customer chatting with the sales team who needs help from support, or an inquiry that belongs to the finance department.
1

Open Conversations

Log in to BluBash and click Conversations in the left sidebar to find the conversation you want to transfer.
2

Open the transfer panel

Open the desired conversation and click the transfer button (the 🔁 icon in the conversation toolbar).
3

Choose the destination

Select where to send the conversation:
  • Team: pick the department or team that should take over.
  • Agent: optionally select a specific agent within that team.
  • Reason (optional): enter a short note explaining why you are transferring the conversation. This is internal only and is never shown to the customer.
Use the reason field to give the receiving agent useful context — for example: “Customer needs an urgent invoice from the finance team.”
The customer is not automatically notified about the transfer. If appropriate, let them know that another agent or team will continue the conversation shortly.