Common Issue:

Probable Cause/ How to Correct:

Guided Transfer Tool is grayed out

Cause: Not on a phone call

Fix: Make sure you are on a phone call

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Cause: Required Skill Group missing

Fix: As manager approval is required, please ask your manager to submit a chat on your behalf and App Support can add/verify the Skill Group is in place

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Cause: The account trying to be transferred is part of a Spanish Campaign

Fix: Check the lead info section of the account and if the Campaign is for Spanish Speakers, the account cannot be transferred