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You can seamlessly transfer the conversation that your customer is having with your bot to an agent to offer personalized, empathetic responses whenever required. This can be done by using the set of actions labeled Agent Handover. Learn more about actions in the bot builder.


There are two Actions available under Agent handover:


Make available for assignment

  • Navigate to Flows > Build > and navigate to the flow where you want to hand over the conversation to an agent.


  • Open the dialog where the handover should happen > Actions > Make available for assignment.



  • This action will make the conversation available for assignment. The conversation will be pushed to the new conversations view and based on your Assignment Rules or IntelliAssign, it will be assigned to a team member or group.


Assign to group

  • Navigate to Flows > Build > and navigate to the flow where you want to hand over the conversation to an agent.


  • Open the dialog where the handover should happen > Actions > Assign to group > Pick the group to which the conversation needs to be assigned.



  • This action will assign the conversation to the group that you specify. Agents in each group can pick up conversations at their convenience or Intelliassign will assign the chat if you have it enabled for the group.