When you transfer a chat, the recipient will get a transfer request. When sending a transfer request the recipient will then be able to either accept or reject the transfer.

When you're not sure about who's able to accept a chat, just send it to the whole chat group! The system will send a transfer request to one agent one at a time until someone accepts. If no one accepts the chat, it will be rejected and return to you.

Click the three dots in the upper right corner and then Transfer chat:

Decide if you want to transfer the chat to a certain agent or a group:

If no one accepts the chat, you'll get the chat back.