To transfer a conversation to a queue:

  1. Click Transfer Conversation in the conversation view.
  2. Select Internal Transfer - Transfer to Queue.
  3. Find the queue you want to transfer to, then click Transfer next to it.
  4. The conversation has now been transferred, and the customer will retain the same place in the queue as they originally had (based on when they first entered any queue).

Select Transfer Conversation and then Transfer to Queue:

Select a queue to transfer the conversation to and click Transfer: