Streamline Customer Interactions with Effortless Bot Transfers

2025-07-28

We’re excited to share a fantastic new feature that can enhance how you interact with your customers! The Transfer Bot Action is designed to make your customer service smoother and more efficient, allowing conversations to be effortlessly transferred between AI bots. This means better service for your clients and a simplified workflow for you!

📌 Why This Matters

In today’s fast-paced environment, customer convenience is key. The Transfer Bot Action helps create a seamless experience by ensuring that your clients are directed to the right bot based on their needs. This results in reduced complexity in your workflows, a more satisfying user experience, and the ability to manage multiple services without a hitch.

✨ What’s New

Feature 1: Seamless Conversation Transfer – Conversations can now be transferred from one AI bot to another based on specific user intents, allowing for a more personalized customer journey.
Feature 2: Modular Bot Setups – Easily configure various bots to handle different aspects of your business, so clients receive the best assistance possible based on their queries.

🛠️ How to Use It

Step 1: Navigate to Bot Goals – Open the bot you want to configure and head to the Bot Goals tab.
Step 2: Select “Transfer Bot” Action – Create a new scenario and choose the Transfer Bot action from the available options.
Step 3: Configure the Scenario – Assign a clear action name (like “Transfer to Dental Bot”) and set the trigger condition based on what the user says (e.g., if they mention “AC repair”). Include example phrases to guide the transfer decision.
Step 4: Destination Bot – Choose which bot should take over the conversation. Make sure both the source and destination bots are active on the same channels (e.g., both should be in live chat) and operating in Auto Pilot mode.

⚠️ Important Notes

If you’re utilizing the “Update Conversation AI Bot and Status” workflow action, remember to include a Wait step. This is crucial to prevent the original bot from continuously reassigning the conversation, which could disrupt the transfer process.