# Set up agent-to-agent transfers in Connect Customer
<a name="setup-agent-to-agent-transfers"></a>

We recommend using these instructions to set up agent-to-agent voice, chat, and task transfers. You use a [Set working queue](set-working-queue.md) block to transfer the contact to the agent's queue. The **Set working queue **block supports an omnichannel experience, whereas the [Transfer to agent (beta)](transfer-to-agent-block.md) block does not.

## Step 1: Create the quick connect
<a name="step1-create-quick-connect"></a>

 Following are the instructions to add quick connects manually using the Connect Customer admin website. To add quick connects programmatically, use the [CreateQuickConnect](https://docs.aws.amazon.com/connect/latest/APIReference/API_CreateQuickConnect.html) API.

**Create a quick connect**

1. On the navigation menu, choose **Routing**, **Quick connects**, **Add a new destination**.

1. Enter a name for the connect. Choose the type, and then specify the destination (such as a phone number or the name of an agent), flow (if applicable), and description.
**Important**  
A description is required when you create a quick connect. If you don't add one, you'll get an error when you try to save the quick connect. 

1. To add more quick connects, choose **Add new**.

1. Choose **Save**.

1. Go to the next procedure to enable your agents to see the quick connects in the Contact Control Panel (CCP).

**Enable your agents to see the quick connects in the CCP when they transfer a contact**

1. After you create the quick connect, go to **Routing**, **Queues** and then choose the appropriate queue for the contact to be routed to.

1. On the **Edit queue** page, in the **Quick connect** box, search for the quick connect you created.

1. Select the quick connect and then choose **Save**.

**Tip**  
Agents see all of the quick connects for the queues in their routing profile.

## Step 2: Set up the "Transfer to agent" flow
<a name="setup-agent-voice-transfers"></a>

In this step, you create a flow that's type **Transfer to agent** and use a [Set working queue](set-working-queue.md) block to transfer the contact to the agent. 

1. On the navigation menu, choose **Routing**, **Flows**.

1. Use the drop-down to choose **Create transfer to agent flow**. 

1. Type a name and a description for your flow.

1. In the left navigation menu, expand **Set**, and then drag the **Set working queue** block to the canvas.

1. Configure the **Set working queue** block as shown in the following image. Choose **By agent**, **Set dynamically**, **Namespace** = **Agent**, **Value** = **User name**.  
![The properties page for the Set working queue block.](http://docs.aws.amazon.com/connect/latest/adminguide/images/set-working-queue-properties-agent-to-agent-transfer.png)

   1. Choose **By agent**.

   1. Choose **Set dynamically**.

   1. For **Namespace**, use the dropdown box to select **Agent**.

   1. For **Value**, use the dropdown box to select **User name**.

1. Add a [Transfer to queue](transfer-to-queue.md) block. You don't need to configure this block. The following image shows the **Success** branch of the **Set working queue** block connecting to the **Transfer to queue** block.   
![The transfer to queue block on the flow designer.](http://docs.aws.amazon.com/connect/latest/adminguide/images/agent-to-agent-transfer.png)

1. Save and publish this flow.

1. To show your agents how to transfer chats to another agent, see [Transfer a chat to an agent's queue, with all context preserved](transfer-chats.md). 

   To show your agents how to transfer tasks to another agent, see [Transfer a task to another agent or queue in the Connect Customer Contact Control Panel (CCP)](transfer-task.md).