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Transfer Conversation Back to AI Agent

This section contains essential information and usage guidelines for transferring a live chat conversation back to the AI Agent inside BotPenguin.

What is Transfer Conversation Back to AI Agent?

Transfer Conversation Back to AI Agent lets an end user switch a live chat conversation back to the AI Agent at any point after a live agent has joined. Instead of ending the chat and starting over, the user can hand the conversation back to the AI Agent from within the same chat window.

When should you use this?

Use this feature when:

  • A user started a conversation with the AI Agent, initiated a live chat, and now wants to return to the AI Agent instead of continuing with the live agent

  • A user's query has been resolved by the live agent and they want to go back to general AI-assisted conversation

Benefits of Transfer Conversation Back to AI Agent

  • 🔄 Lets users switch back to the AI Agent without restarting the conversation

  • ⚡ Keeps the conversation history intact across the switch

  • 🎯 Gives users control over whether they're talking to the AI Agent or a live agent

  • 💬 Reduces friction when a live agent's help is no longer needed

How to Use Transfer Conversation Back to AI Agent

  1. The user starts a conversation with the AI Agent and clicks to initiate a live chat.

  2. Once a live agent accepts and joins the chat, the chat window shows a message such as "[Agent Name] has joined the chat."

  3. At any point during the live chat, the user clicks the three-dot menu near the message bar, next to the attachment and emoji icons.

  4. A small menu appears with two options: "Transfer back to agent" and "Restart."

  5. The user clicks "Transfer back to agent" to hand the conversation back to the AI Agent.

The conversation continues in the same chat window, now handled by the AI Agent again.

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This option only appears once a live agent has actually joined the chat — it isn't available while the user is still with the AI Agent or waiting for a live agent to accept.

Best Practices

💡 Let users know upfront that they can switch back to the AI Agent anytime, so they don't feel stuck with the live agent

⚠️ Make sure your AI Agent has enough context to pick the conversation back up smoothly after the switch

🎯 Use "Restart" instead of "Transfer back to agent" only if the user wants to start the conversation over completely

Troubleshooting

User transferred back but AI Agent doesn't respond

Confirm the AI Agent is active and hasn't reached any usage or plan limits.

FAQs

Does transferring back to the AI Agent end the live chat permanently?

No, the user can initiate a live chat again later in the same conversation if needed.

Does the AI Agent see what was discussed with the live agent?

The AI Agent has access to the conversation history from the same session.

What's the difference between "Transfer back to agent" and "Restart"?

"Transfer back to agent" hands the same ongoing conversation back to the AI Agent. "Restart" begins a completely new conversation from scratch.

Can a live agent be notified when a user transfers back to the AI Agent?

The live agent's session with that conversation ends once the user transfers back, since the AI Agent resumes handling it.

Support

If you still have questions for our team, write to us at support@botpenguin.com. We'll get back to you within 48 hours.

PreviousHow To Transfer A Chat To Another Agent
NextSend Template Messages as a Live Agent

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