Salesforce Chat Transfer to Skills

Salesforce Chat Transfer to Skills

Salesforce Chats routed via Omni-Channel can be transferred to a Skill or to multiple Skills.

Chat Transfer to Skills is available only for Omni-Routed work items for Classic and Chat.

This is not applicable for Salesforce Lightning.

Reference Article

For Lightning Experience, check the following workaround.

1. Enable “Chat Transfer To Skills Enabled” in the Chat Agent Configuration.

2. As an agent, go to My Work tab in Omni-Channel widget.Then, click the Transfer icon.

3. Select the Skills and click the Transfer Button.


Chat should be routed via Skill-Based. For example, you can use Skill-Based Routing Rules.

Video Reference:

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