The Chat Transcript and Case are transferred and The Customer is shown the new Representative's Name are two things that will happen when a Service Representative transfers a Live Agent Chat to another Representative. These are the expected behaviors of the Chat Transfer feature, which allows agents to transfer chat sessions to other agents or queues when they need assistance or escalation. When an agent transfers a chat session, the following things will happen:
The Chat Transcript and Case are transferred to the new agent or queue. The chat transcript is a record that captures the entire conversation between the customer and the agent during a chat session. The chat transcript can be related to a case or other records in Salesforce. When a chat session is transferred, the chat transcript and any related records are moved to the new agent or queue, so they can access the chat history and context.
The Customer is shown the new Representative's Name on their chat window. This is a way of informing the customer that their chat session has been transferred and who they are chatting with now. The customer will also see a message that says "You have been transferred" on their chat window.
Verified Reference: [Service Cloud Consultant Certification Guide & Tips], Transfer Chats to Other Agents or Queues