In this article, you will learn how to set up the transfer of a chatbot conversation to a human agent.

This process ensures that the customer receives the necessary support, even when the chatbot cannot resolve the request on its own.

In this article:

• Creating the transfer block
• Identifying errors in the transfer
• Transfer restrictions for groups with WhatsApp access

Step by step to set up the transfer of service

In the Chatbot list, click on the one you want to set up a transfer for to access the builder and follow the steps below.

Creating the transfer block

In the already created conversational flow, create a new block. One suggestion is to name it Transfer Service.

1. Click on Add content and select Conversation actions > Transfer conversation.

2. Choose the transfer type Human service.

3. Select the type of service: Customer service or Support service.

   1. If you choose to continue the interaction in Customer Service, make sure that the services of the account are assigned to the same channel configured in the chatbot and on the same line. See how to assign the services below.

4. Service group or agent: Define where the conversation will be transferred to.

5. Email: Including the customer's email is mandatory for the transfer to occur.

6. In Add new , you can include Phone or Customer name.

7. Define the transfer message that will be sent to the customer during the transfer. In the input field, write something like "We are transferring you now."

Assigning services

Assignment to a service group or agent must be done directly in the channel settings.

If the line is assigned to an agent and you want to switch to a group (or vice versa), follow these steps:

1. Access Settings > Channels > Manage.

2. In the list of connected accounts, locate the desired account.

3. Click on the assignment icon to make the switch.

4. After making these changes, return to the block settings and continue with the steps to create the transfer block.

💡 Tip: Learn more about the assignment of services in the account.

Addition of complementary blocks

After creating the transfer block, it is necessary to create two more blocks to ensure that the conversation is directed correctly to human service and then properly concluded.

Block 1

1. Create a block called Service.

2. Click on Add content > Data entry > Open field.

After creating it, return to the Transfer Service block and in Destinations, choose Block 1.

Block 2

Block 2

1. Create the last block and name it Closure.

2. Click on Add content > Conversation actions > End of conversation.

3. Write a closing message, such as: "Thank you for reaching out."

Finally, return to Block 1 and, in Destinations, choose Block 2.

Identifying errors in the transfer

One way to identify possible errors in the transfer is to observe the behavior of the closing messages in the flow. 

If you set up a closing message, it should be sent after the transfer is successfully completed.

When your chatbot is published, check if the transfer message and the closing message were sent with a very short time interval, as this may indicate that the transfer occurred, but the chatbot returned to the flow before being closed by a human agent.

If this happens, this behavior suggests that there may have been an error in the transfer, such as a lack of available agents or a problem with the connection to the service group. 

Monitor these signs to identify and resolve issues quickly, ensuring a smoother experience for the user.

If this error occurs, you can take the following actions to try to resolve the issue:

Check agent availability

Confirm that there are agents available in the service group to which the transfer was directed. If there are no available agents, the system may automatically return to the bot's flow.

Consider adjusting the agent availability settings or setting up a waiting queue to avoid an immediate return to the chatbot flow.

Review integration settings

Check if the integration with the service system is configured correctly, including API data and group ID.

Transfer restrictions for groups with WhatsApp access

It is important to emphasize that conversation transfers can only be performed for groups that have access to the WhatsApp line. Ensure that the destination group has the necessary permissions and is correctly configured to receive transfers via WhatsApp.

Done! Now you know how to set up the transfer of bot support to a human agent.