Email Account Transfer
XCALLY section | Email → Email Accounts → Edit → Advanced |
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Overview
This feature allows transferring an email interaction from an account to another.
Requirements
This feature is available from Version 3.32.0
The feature must be enabled individually for each email account under the Advanced tab within the email account configuration in XCALLY.
Configuration
You can manage the Email Account Transfer feature by navigating to: Email → Email Accounts → Edit → Advanced.
Enable or disable the Account Transfer feature for interactions (default: disabled).
Optionally, activate automatic emails on interaction transfer (default: disabled). When enabled, select an email template to be sent automatically in response to the client's last message before the transfer.
To create an email template, go to Tools → Templates. Here, you can add the email body using parameters like
{{fromAccount}}and{{toAccount}}within the template.
How does it work?
When agents or supervisors want to transfer an interaction to another Email account, they need to:
Click the three-dots menu and select the Transfer option.
Choose Account type and selecting the desired Email account
After the transfer
Once an email interaction has been transferred to a different account, it will appear in the interaction list of the new email account as unread (displayed in bold). The agent assigned to that account can manage the interaction directly from the list, without it being distributed through a queue.
Additionally, if enabled, an automatic email notification can be sent to the customer informing them that their interaction has been moved to a new address.
If multiple transfers occur on the same email interaction, the automatic email notification will be sent only for the most recent previous account. The emails within the interaction will retain their original addresses; therefore, from XCALLY Motion’s perspective, the “to” and “from” addresses will correspond to the original account if the email was sent before the transfer, and to the new account if sent after the transfer.
The interactionId and createdAt of the email interaction transferred to a different account will remain unchanged.
After an email interaction is transferred to a different account:
Any new email sent by the customer to the previous account, but still part of the same thread, will be managed by the new account.
Attachments or embedded files within the transferred email are successfully preserved during the transfer.
It is possible to download the transferred email, with or without attachments.
Important note about reporting:
Since email reports are generated per email account, running two reports of the same type and for the same time period — one before and one after the transfer — will show different results for the two accounts. This is because transferred interactions shift from the original to the new account in the system.
New database fields in mail_interaction:
TransferAccountId
TransferMailQueueId
transferrAt
Scenarios of use
Automatic Mail OFF
Scenario 1
Customer sends MailA to Account1
Agent replies with MailB
Agent transfers the interaction from Account1 to Account2
Customer replies to MailB
→ The customer reply is correctly included in the transferred interaction under Account2
Scenario 2
Customer sends MailA to Account1
Agent transfers the interaction from Account1 to Account2
Agent replies from Account2
→ The entire flow is handled correctly by Account2, and the interaction proceeds under the new account.
Both scenarios ensure email continuity and proper thread management after transfer between accounts.
Automatic Mail ON
Scenario 1
Customer sends MailA to Account1
Agent replies with MailB
Agent transfers the interaction from Account1 to Account2
Automatic email is sent in response to MailA (if enabled)
Customer replies to MailB
→ The reply is included in the transferred interaction under Account2
Scenario 2
Customer sends MailA to Account1
Agent replies with MailB
Agent transfers to Account2
Automatic email is sent in response to MailA
Customer replies to MailAuto
→ In the Reply-To, the customer sees Account2
Scenario 3
Customer sends MailA to Account1
Agent transfers to Account2 (before replying)
Automatic email is sent in response to MailA
Customer replies to MailAuto
→ In the Reply-To, the customer sees Account2
These flows ensure that regardless of when the transfer occurs, the interaction continuity is preserved, and replies from the customer are correctly routed to the new account (Account2).
Troubleshooting
When an email interaction is transferred:
The interaction appears as unread under the new (destination) email account.
If the agent clicks on the interaction immediately, an error may be triggered, which is logged in the system logs.
On the original agent's interface, the transferred interaction remains visible until they reload the interaction list. After reloading, the interaction will no longer be shown under their account.