Agent transfer from chatbot

When a chatbot can't handle a query, it should seamlessly transfer the conversation to a human agent.

How transfers work

1. Customer interacts with chatbot
2. Transfer is triggered (by button click, keyword, or AI decision)
3. Chatbot sends a handoff message: "Connecting you with an agent..."
4. Conversation appears in the agent's inbox
5. Agent picks up and continues the conversation
6. Chatbot pauses for this contact until the agent closes the conversation

Setting up transfer in a flow

Using the Transfer node

1. In the flow builder, add a Transfer node
2. Configure:
   • Transfer to — Specific agent, team, or auto-assign
   • Message — What to tell the customer (e.g., "Connecting you with a support agent...")
   • Notes — Internal context for the agent (e.g., "Customer asking about refund")
   • Priority — Normal or High
3. Connect the Transfer node to the appropriate path (e.g., after "Talk to Agent" button)

Using AI auto-transfer

When AI auto-reply is enabled, it can automatically transfer when:

• It doesn't know the answer (low confidence)
• Customer explicitly asks for a human
• The conversation involves sensitive topics (complaints, refunds)

Configure in Chatbot → AI Settings → Escalation Rules.

Transfer routing options

What the agent sees

When a transfer arrives, the agent sees:

• The full conversation history (chatbot messages + customer messages)
• Transfer notes (context from the chatbot)
• Customer's contact info and tags
• Priority level

Transfer timeout

If no agent picks up within the configured timeout:

• The conversation can be re-routed to another team
• Or a message is sent: "All agents are busy. We'll get back to you shortly."

Configure timeout in Settings → Teams → Transfer Timeout.

Ending a transfer

When the agent resolves the issue:

1. The conversation returns to normal state
2. If the customer messages again later, the chatbot can re-engage
3. Or the conversation stays with the agent (configurable)

Tips

1. Always offer transfer — Include "Talk to agent" as a button option
2. Provide context — Use transfer notes so agents don't ask repeated questions
3. Set expectations — Tell customers the expected wait time
4. Monitor queue — Check unassigned transfers regularly
5. Train AI well — Better AI = fewer unnecessary transfers