When visitors land on your website, they may not always be looking for the same thing. Some visitors may be looking for information, while others may be ready to buy. That's why it's important to connect the right visitor with the right agent.
If you have an active chat session and a visitor suddenly needs to talk to someone about a product they are interested in, don't try to transfer them to another agent. Instead, connect them with an agent who is already handling a similar conversation.
This will help ensure that the visitor gets the help they need as quickly as possible.