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A transfer rule is only half the story. Once the agent hands a conversation over, a person has to actually pick it up. This is how that works, and how to make sure a transfer at 9pm is not a customer left hanging.

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How your team finds out

A transferred conversation lands in the Inbox as Awaiting reply and, if assignment applies, assigned to a teammate. The team is alerted through browser notifications: turn them on from the notifications bell, where New messages and New conversations can each be enabled. A newly assigned conversation shows an “Assigned to you” alert. Browser notifications only reach someone whose browser allows them and who has Ciarem open, so treat them as a nudge, not a guarantee. The Inbox’s Awaiting reply count is the source of truth.

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Set yourself available

The Inbox header shows your Session status, and it controls whether new conversations reach you:
  • Active: you receive new conversations.
  • Inactive: you do not receive new conversations.
  • On a break: you do not receive new conversations.
Set yourself Active during the hours you handle chats. If everyone is Inactive or on a break, a transfer has no one to go to.

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Team availability and after hours

Readiness includes a Team availability check for exactly this reason: someone needs to be Active to take handoffs. When your clinic is closed and no one is Active, a transferred conversation simply waits in the Inbox until someone comes back and works it. Nothing is lost, but the customer waits, so a couple of habits help:
  • Keep at least one person Active during business hours.
  • Check the Inbox’s Awaiting reply every day, first thing, and clear it to zero.
  • If a lot of transfers happen after hours, consider a transfer rule or first message that sets expectations about when a person will reply.
An unworked transfer is the same lost lead as an unanswered message, just slower. Availability plus a daily Inbox habit is what closes that gap.