After responding to a digital interaction, you can transfer it to another agent or to the queue of another team or service. For example, if you are on the New Sales team, you can transfer a digital interaction to the Marketing team or to an individual agent in the Marketing team. You can search for an agent name or a team name. If you do not know the full name of the team or the agent, type any letters to display matches.

After you perform the transfer, if there is no response, Avaya Workspaces for CRM transfers the interaction back to your team.