Transfer an Email

  1. In the email workspace, click Transfer.

  2. Type the name of the agent, team, or skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to transfer the email to, or use the address book to drill down to a specific entry.

  3. Hover over the address book entry and click Cold Transfer.

  4. If you've written any draft content, a pop-up appears asking if you want it to be included in the transfer.

    • If you want to include the draft content and transfer the email, click Save Draft.
    • If you want to exclude the draft content but still transfer the email, click Delete Draft.
    • If you want to cancel the transfer and return to the email workspace, click X.
  5. If you chose to continue with the transfer, the email is immediately transferred to that location and is removed from your interface.