You can forward a whole chat - or case - from your External inbox to another team member.
To send the chat to another person:
- Go to your Chat page
- Open External inbox and click the chat you want to forward
- Click Chat info icon in the top right corner of the chat's main dashboard. The Chat information window will appear on the right
- Scroll to Forward Case option and click the arrow icon next to it. The new window will appear
- Start typing the name of the person in the Search field or simply scroll and choose the contact from your list
- Click ➕ button next to the person's name. The ✔ will appear
- Click Forward case
It is also possible to just forward (a) specific message(s) instead of the whole chat. To learn more, review the Forward Message guide.