How to Transfer or Refer a Case to Another Adviser
Overview
If you need to hand a case over to a colleague, you can create a transfer or referral. A transfer moves the case to another adviser, while a referral sends it as a recommendation.
Getting Started
Where to find it: Open a case from the Cases list, then look for the Transfer or Refer option in the case actions.
Step-by-Step Guide
Open the case you wish to transfer or refer.
Click the Transfer or Refer button.
In the dialog, search for and select the adviser you want to send the case to.
Click Create to submit the transfer or referral.
The receiving adviser will be notified, and the transfer will appear with a "Pending" status.
Transfer/Referral Statuses
Pending: The transfer has been created and is waiting for the receiving adviser to respond.
Accepted: The receiving adviser has accepted the transfer.
Rejected: The receiving adviser has declined the transfer.
Cancelled: The transfer was cancelled by the sender.
Tips & Best Practices
Only active advisers in your company will appear in the adviser search.
The transfer/referral history is recorded for audit purposes.
Need More Help?
If you need further assistance, contact our support team through the chat widget or email support@smartr365.com.