Transfers and the supervisor console

Not every chat should stay with the agent who first accepted it. Hark supports moving a live conversation to a better-placed person or team, with the history preserved.

Warm transfers

A warm transfer hands a live conversation to another agent or to another team, along with the context of what has happened so far. The receiving party sees the full thread, so the customer never has to repeat themselves. An agent can initiate two kinds of transfer:

• Agent transfer: to a specific teammate.
• Team transfer: to another team's queue.

Separately, a supervisor can step in from the live operations console and reassign a conversation on an agent's behalf. That reassignment is recorded on the same transfer history, tagged as a supervisor action.

Transfer history

Every transfer is recorded twice over: it rides the conversation's activity timeline as an event, and it is stored as a structured, queryable transfer record noting who moved it, to whom or which team, the kind, and the reason. The history survives even if the agent or team involved is later removed, so an audit is always possible.

The supervisor view

Supervisors and managers can watch the live operation: which chats are waiting, how long they have waited, which agents are available or at capacity, and where chats are being transferred. From that console a supervisor can reassign a conversation to a better-placed agent without the customer being abandoned. Because transfers are on the timeline, a supervisor stepping in sees exactly what has already been tried.

Configuring live support

The settings that shape all of this (team routing strategies, concurrency defaults, skills, business hours, overflow, and queue visibility) are Admin and Owner level. Agents hold the ability to view the queue, accept a reserved chat, and work and transfer live conversations, but not to change how routing itself is configured.