You can definitely transfer a conversation to either an agent or a queue across all channels. You'll have the option to either 

  • Transfer to agent  
  • Transfer to queue 
  • Transfer to number

Email & Chat transfer to Agent: 

When transferring these requests, you must ensure that the agent is logged into Dixa before the request can be transferred over. Transferring such requests will also work regardless of your status being online or away. 

Agents also have 30 seconds to accept the transfer, if for any reason they are unable to accept the transferred request, the agents status will automatically change to away.

Click Transfer and select Transfer to agent.

Select agent and click Transfer now.It is also possible to search for agents by entering a name.

Email & Chat transfer to queue 

This works in exactly the same way as you would select transfer to agent. When transferring a conversation to a queue, the agent is automatically unassigned from the conversation. The agent will be added to the list of participants for the conversation.

Click Transfer and select Transfer to queue.

Select the queue and click Transfer now.You can also search for a queue by entering a queue name.

Phone transfers to other agents 

It’s important that the agent you want to transfer the existing call too is set to either working or away. The agent has 30 seconds to accept the transfer. If the agent's presence is set to Working and a transfer is not accepted, the agent's status is changed to Away.


Click Transfer and select Transfer to agent.

When transferring a phone call to another agent you’ll be presented with two options:

  • Transfer now
  • Talk to agent first  


It is possible to search for agents by entering a name.

Transfer now; gives you the option to leave a message before transferring the call over

(2) Talk to agent first; Give your colleagues a heads up about what the call is about before sending the transfer. You can also Click Complete transfer or Take back after talking to the agent.

Phone - Transfer to queue

When transferring a conversation to a queue, the agent is automatically unassigned from the conversation. The agent will be added to the list of participants for the conversation.

Click Transfer and Transfer to queue.Select the queue and click Transfer now.


Phone - Transfer to number
Click Transfer and Transfer to number.

Search for a contact or enter a phone number to call. Select Transfer now to transfer the conversation directly to the external number or click Talk to [contact name/number] first before either completing the transfer or taking the conversation back.

Transfer in progress

Transfer accepted.

Taking back a conversation.

Transfer timed out.

For phone conversations, transfers can also be initiated from the Softphone.