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Troubleshooting: Finding Contacts in Live Transfer Window

When using the live transfer feature in Stack, you might notice that a list of contacts isn't displayed. This is by design. Here's how the process works and what you can expect:

Understanding the Live Transfer Process​

The live transfer feature is intended for situations where an agent is already on a call with a customer and needs to transfer that call to a colleague. Instead of showing a list of contacts, Stack displays users and forwarding numbers configured in your Settings under Team Management.

What to Expect​

  • User Display: If you have multiple users set up in your account, you'll see these users listed as options for transferring the call.
  • Single User Scenario: If there's only one user in your system, you won't see a list of contacts. Instead, you will need to manually dial the number you wish to transfer the call to.

Example​

Here's a simple example to illustrate:

  • Multiple Users: You will see a list of available users to transfer the call to.
  • Single User: You will need to manually input the desired number for the transfer, as no list will be displayed.

For any further assistance or if you encounter issues, feel free to reach out to our support team. We're here to help!