Skip to content
Connect Support › Connect › ServiceNow AI Platform Additional Capabilities › Extend ServiceNow AI Platform capabilities
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Transfer a Connect Support conversation to a different agent or queue

You can transfer a Connect Support conversation to a different agent in the queue or to a different queue.

Before you begin

Role required: none

Procedure

  1. Open a Connect Support conversation.

  2. At the bottom of the conversation, click the menu icon (

Image omitted: IconMenu.png
Menu icon\) to open the Connect actions menu.

  1. In the Connect actions menu, select Transfer.

    A transfer dialog box opens.

Image omitted: ConnectSupportTransferDialog.png
The transfer dialog box lists agents and queues you can transfer the conversation to
  1. Do one of the following actions.
Transfer the conversation to an agent
  1. To start the transfer request, click Transfer by an agent's name.

Be sure to choose an agent who is online. A green dot on their avatar indicates that a user is online.

You can cancel the transfer any time before it is accepted.

Image omitted: ConnectSupportCancelTransfer.png
A Cancel button appears by the conversation until someone accepts the transfer</p>
  1. When the transfer is accepted, select one of the following options in the dialog box that appears.
  2. Stay: Remain in the conversation, which is also known as a warm transfer. This option is ideal if you want to provide the new agent with background information or introduce the user to the new agent.
  3. Leave: Exit the conversation, which is also known as a cold transfer.
Transfer the conversation to a queueClick Transfer by a queue.The system automatically removes you from the conversation and the conversation enters the queue you selected.