Using the Conversation AI Transfer Bot Action

What is the Transfer Bot Action?

The Transfer Bot Action enables one Conversation AI bot to hand off an ongoing conversation to another bot when specific conditions or user intents are detected. This allows you to design specialized bots for different services, departments, or languages, creating a more modular and efficient conversational experience.

Key Benefits

Using the Transfer Bot Action offers several advantages:

• Improves user experience by directing contacts to the most relevant bot
• Reduces complexity by eliminating the need for oversized, multi-purpose bots
• Enables modular bot design with separate bots for different teams or services
• Maintains conversation continuity after the transfer
• Simplifies updates and maintenance by keeping bots focused

How to Configure the Transfer Bot Action

Follow these steps to set up a transfer between bots:

1. Navigate to AI Agents in your sub-account
2. Select Conversation AI from the top navigation
3. Open the Agents List tab
4. Click the three-dot menu next to the bot you want to edit and select Edit
5. Open the Bot Goals tab
6. Under Setup your Actions, click Transfer Bot
7. In the Bot Transfer window, enter a descriptive Action name
8. Select the destination bot from the Select Bot to Transfer to dropdown
9. Add a Trigger Condition to define when the transfer should occur
10. Provide Example Phrases that contacts might use to trigger the transfer
11. Click Save to apply your changes

Requirements for Successful Transfers

For the Transfer Bot Action to work properly:

• Both source and destination bots must be active on the same channel
• Both bots must be in Auto Pilot mode
• The destination bot should be published and tested before use
• Trigger conditions and example phrases should be specific to avoid accidental transfers

Common Use Cases

Transferring between bots is useful when:

• A general service bot needs to hand off to a specialized service bot (e.g., HVAC, plumbing)
• A support bot transfers to a billing-specific bot
• A multilingual bot routes to a language-specific bot
• An intake bot transfers to a sales or appointment booking bot

Configuring Trigger Conditions and Example Phrases

Use clear, specific trigger conditions that accurately identify when a transfer should occur. Example phrases should reflect realistic customer messages such as:

• "My AC is not working"
• "I need help with billing"
• "Can I book a dental cleaning?"
• "Do you offer emergency plumbing?"

Avoid vague phrases that might trigger transfers in inappropriate conversations.

Important Workflow Consideration

If you're using the Update Conversation AI Bot and Status workflow action, add a Wait step before or after the update action as needed. Without this step, the original bot may continue reassigning the conversation, which can disrupt the transfer logic.

Best Practices

For optimal results:

• Use descriptive action names that clearly indicate the destination
• Keep each bot focused on a specific purpose or service area
• Test transfers thoroughly before going live
• Ensure both bots maintain consistent tone and branding