The Transfer Bot Action streamlines conversation flow by routing users from one AI bot to another based on predefined intents or trigger conditions. It improves operational efficiency, simplifies complex workflows, and lets you build modular AI bot architectures.

How It Works

Open the bot you want 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 recognise 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're happy with the configuration, click Save to keep your trigger scenario.

The Transfer Bot Action adds real flexibility and intelligence to your bot setup. By enabling dynamic handoffs between bots based on user needs, it delivers a more personalised and efficient experience, helping you scale AI support across different services with ease.

✍️Important Notes

  • Both bots must be set to Auto Pilot mode for the transfer to function properly.
  • If you're using the "Update Conversation AI Bot and Status" workflow action, make sure you add a Wait step in the workflow. Without it, the original bot may keep 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, if one has been configured. If this automatic fallback behaviour isn't needed for your use case, you can disable it in the bot settings.