The "Transfer to agent" message – Tidio

The Transfer to agent message is a message that is automatically sent when a flow transfers the conversation to a live agent in specific situations.

In this article, you'll learn:

What the 'Transfer to agent' message is
How to edit the 'Transfer to agent' message

What is the "Transfer to agent" message?

The Transfer to agent message can be triggered in specific chat transfer situations. It is disabled by default; if enabled, however, the conversation will be transferred to a human agent if the right conditions are met.

Please note: the Transfer to agent message is not sent when your flow uses the Assign to an agent action.

Inside every Decision (Quick Replies, Buttons, Card Messages) action, you can enable the Transfer to agent message separately:

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When the visitor answers the flow's question by typing instead of clicking on the flow's buttons - that effectively interrupts the flow. The Transfer to agent message will appear and the conversation will be transferred to your agents. This helps you ensure that no important conversations or questions are missed.

Edit the "Transfer to agent" message

You can edit the message in the Decision (Quick Replies, Buttons, Card Messages) actions by enabling the Transfer to agent message at the bottom, and clicking on the adjust the message here link:

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This will take you to a window that lets you modify the Transfer to agent message. Adjust the message and save your changes here. Note that there are different messages for both the online and offline status:

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The text of the Transfer to agent message is global for all the flows. When you edit the message inside the action - the same message will appear in other actions that have the Transfer to agent message enabled.