Messaging transfers for Flex Conversations is now generally available

We’re excited to announce that Messaging transfers is now generally available on Flex Conversations channels except email. This feature lets agents transfer a message to another agent or to a queue, with the option to add notes for extra context during the transfer.

In addition, customers with Agent Copilot also have the option to turn on an AI summary to send with the transfer.

With this release, messaging transfers is now a native option within Flex. However, the Conversation Transfer plugin continues to be available in the Plugin library. Customers who use this plugin can continue using it, if it meets your needs.

For full details, see Turn on messaging transfers for Conversations.