Correction: If you look at the documentation, the pop-up message is technically correct because even if the conversation is closed, it remains in the queue. However, this pop-up is still misleading for end users, who do not understand this and fear that someone else might take the call after it is “released.” Additionally, the message displayed on the timeline during an external transfer is also somewhat misleading. It only says “Customer put on hold,” which is technically true, but there is no follow-up message indicating that the hold has ended and the call was successfully transferred. This lack of clarification increases confusion.