In Velaro, it’s possible for agents to transfer chats to other agents who’ve set their status to unavailable. If you would prefer that unavailable agents NOT show up in the transfer list, there’s an option in the Velaro admin area that allows you to remove them.

Go to the Velaro Application, click your head shot in the upper right hand corner and then select Account Setup. You can find the option under Workflows > Transfer chat. Select the Show available agents option and then click Save to apply the change. This should hide the agents who have set their status to unavailable.

hide unavailable agents