> For the complete documentation index, see [llms.txt](https://help.botpenguin.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.botpenguin.com/ai-agents/creating-ai-agents-in-botpenguin/transfer-conversation-back-to-ai-agent.md).

# 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

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### 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

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### 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.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2F9KXBmqSqQ1aDhFeOdTzs%2FScreenshot%202026-08-17%20at%201.19.47%E2%80%AFPM.png?alt=media&amp;token=210fee1e-35a9-460c-9d8a-3f515af1717e" alt=""><figcaption></figcaption></figure>

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

{% hint style="info" icon="lightbulb" %}
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.
{% endhint %}

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### 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

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### Troubleshooting

<details>

<summary>User transferred back but AI Agent doesn't respond</summary>

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

</details>

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### FAQs

<details>

<summary>Does transferring back to the AI Agent end the live chat permanently?</summary>

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

</details>

<details>

<summary>Does the AI Agent see what was discussed with the live agent?</summary>

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

</details>

<details>

<summary>What's the difference between "Transfer back to agent" and "Restart"?</summary>

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

</details>

<details>

<summary>Can a live agent be notified when a user transfers back to the AI Agent?</summary>

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

</details>

***

### Support

If you still have questions for our team, write to us at [**support@botpenguin.com**](mailto:support@botpenguin.com). We'll get back to you within 48 hours.