The Transfer Bot Action is designed to streamline the flow of conversations by intelligently routing users from one AI bot to another based on predefined user intents or trigger conditions. This feature enhances operational efficiency, simplifies complex workflows, and enables businesses to implement modular AI bot architectures.

How It Works #

Navigate to Bot Goals #

Access the desired bot you wish to configure and go to the Bot Goals tab.

Select the “Transfer Bot” Action #

Choose the Transfer Bot action from the list of available options.

Configure the Transfer Scenario #

1. Action Name: Assign a clear, descriptive label that helps you identify the purpose of this scenario.
2. Destination Bot: Select the appropriate AI bot to receive the conversation. Both the source and destination bots must be active on the same communication channels (e.g., live chat).
3. Trigger Condition: Define the specific user intent or phrase that should initiate the transfer.
4. Example Phrases: Add realistic user inputs that clearly illustrate the trigger condition. These sample phrases help train the bot to recognize specific language or expressions that should prompt a transfer to another bot. Providing a diverse set of examples improves accuracy in detecting user intent.

Once you are satisfied with your configurations, click Save to retain your trigger scenario.

The Transfer Bot Action significantly enhances the flexibility and intelligence of your bot ecosystem. By enabling dynamic handoffs between bots based on user needs, it provides a more personalized and efficient experience—empowering your business to scale AI support across diverse services with ease.

Important Notes #

• Both bots must be set to Auto Pilot mode for the transfer to function properly.
• If you are using the “Update Conversation AI Bot and Status” workflow action, ensure that you insert a Wait step in the workflow. Omitting this may result in the original bot continuously reassigning the conversation, which can disrupt the intended transfer logic.
• By default, when a bot is assigned to a conversation but cannot provide an appropriate response, the system will automatically reassign the conversation to the Primary Bot—provided one has been configured. If this automatic fallback behavior is not required for your use case, you can disable it in the bot settings.

Frequently Asked Questions #

Where do I set up the Transfer Bot Action? #

Open the bot you want to configure, go to the Bot Goals tab, and choose the Transfer Bot action from the list of available options.

What do I need to configure for a transfer? #

You set an Action Name, a Destination Bot, a Trigger Condition, and Example Phrases that illustrate the user intent that should prompt the transfer.

Do both bots need to share the same channel? #

Yes. The source and destination bots must be active on the same communication channels, such as live chat, for the transfer to work.

What bot mode is required for transfers? #

Both bots must be set to Auto Pilot mode for the transfer to function properly.

Why does my conversation keep getting reassigned? #

If you use the “Update Conversation AI Bot and Status” workflow action without a Wait step, the original bot can continuously reassign the conversation. Add a Wait step to prevent this.

What happens if the assigned bot can’t answer? #

By default, the system reassigns the conversation to the Primary Bot, if one is configured. You can disable this fallback in the bot settings if it isn’t needed.