Transfer a Connect Support conversation to a different agent or queue

---
title: Transfer a Connect Support conversation to a different agent or queue
description: You can transfer a Connect Support conversation to a different agent in the queue or to a different queue.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/servicenow-platform/connect/t\_TransferAConnectSupportConvo.html
release: australia
product: Connect
classification: connect
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Connect Support, Connect, ServiceNow AI Platform Additional Capabilities, Extend ServiceNow AI Platform capabilities]
---

# Transfer a Connect Support conversation to a different agent or queue

You can transfer a Connect Support conversation to a different agent in the queue or to a different queue.

## Before you begin

Role required: none

## Procedure

1.  Open a Connect Support conversation.

2.  At the bottom of the conversation, click the menu icon \(\[Omitted image "IconMenu.png"\] Alt text: Menu icon\) to open the Connect actions menu.

3.  In the Connect actions menu, select **Transfer**.

    A transfer dialog box opens.

    \[Omitted image "ConnectSupportTransferDialog.png"\] Alt text: The transfer dialog box lists agents and queues you can transfer the conversation to

4.  Do one of the following actions.

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**Transfer the conversation to an agent**

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1.  To start the transfer request, click **Transfer** by an agent's name.

Be sure to choose an agent who is online. A green dot on their avatar indicates that a user is online.

You can cancel the transfer any time before it is accepted.

\[Omitted image "ConnectSupportCancelTransfer.png"\] Alt text: A Cancel button appears by the conversation until someone accepts the transfer

2.  When the transfer is accepted, select one of the following options in the dialog box that appears.
    -   Stay: Remain in the conversation, which is also known as a warm transfer. This option is ideal if you want to provide the new agent with background information or introduce the user to the new agent.
    -   Leave: Exit the conversation, which is also known as a cold transfer.


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**Transfer the conversation to a queue**

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Click **Transfer** by a queue.The system automatically removes you from the conversation and the conversation enters the queue you selected.

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