Please refer to the following to read about how you can set up the transfer chat functionality: http://books.google.com.sg/books?id=NQkRAgAAQBAJ&pg=PA1646&lpg=PA1646&dq=transfer+chat+to+agent+salesforce&source=bl&ots=RO6XqxrDUP&sig=2L63piIaP56hVag8IWsTyMiYNNk&hl=en&sa=X&ei=NkU1VIqNH8GpogSx-4LYDQ&ved=0CEgQ6AEwBw#v=onepage&q=transfer%20chat%20to%20agent%20salesforce&f=false
http://books.google.com.sg/books?id=NQkRAgAAQBAJ&pg=PA1646&lpg=PA1646&dq=transfer+chat+to+agent+salesforce&source=bl&ots=RO6XqxrDUP&sig=2L63piIaP56hVag8IWsTyMiYNNk&hl=en&sa=X&ei=NkU1VIqNH8GpogSx-4LYDQ&ved=0CEgQ6AEwBw#v=onepage&q=transfer%20chat%20to%20agent%20salesforce&f=false