Botnation lets you combine automation and human interaction on WhatsApp.
Here’s how to set up transfers to a human agent on WhatsApp and manage handoffs from the Botnation Live Chat.
Why offer the option to transfer to an agent?
Certain situations require human intervention: a complex request, a dissatisfied customer, or a business negotiation. Agent handoff allows your bot to handle routine requests on its own while keeping control for sensitive cases.
How do I set up forwarding in the Botnation editor?
In your WhatsApp conversation tree, add a “Transfer to an Agent” block at the point where you want the handoff to occur.
This block can be triggered:
- Through an explicit choice by the user (“Talk to an advisor”)
- Automatically if the bot fails to recognize the request after several attempts
- At a key stage in the process (e.g., after a lead has been qualified, before a deal is closed)
TIP
Always include the “Transfer to an Agent” option prominently in your main menu. WhatsApp users appreciate knowing that a human is available if needed; this builds trust.
How does the agent resume the conversation?
When the transfer is triggered, the agent receives a notification in the Botnation Live Chat interface. The agent can view the complete conversation history with the bot and can continue the conversation directly on WhatsApp.
The user, for their part, remains in their usual WhatsApp interface. The transition is seamless.
GOOD TO KNOW
While an agent is handling the conversation, the bot is paused. It resumes automatically if the agent ends the session or according to the rules you have configured.
What happens if no agent is available?
You can set up an automatic message to be displayed when no agents are logged in, such as:
- Your team’s availability schedule
- A form for requesting a callback or to get in touch
- The option for users to leave a message
TIP
Avoid leaving a user without a response. A clear message such as “Our representatives are available Monday through Friday from 9 a.m. to 6 p.m. Please leave us your question, and we’ll get back to you as soon as possible” is enough to put them at ease.
Summary
- Agent Transfer Block configured in the Botnation editor
- Defined Trigger Conditions
- Configuration of a waiting or “unavailable” message
- Agents Connected to the Botnation Live Chat
