{"id":31071,"date":"2026-07-27T10:57:12","date_gmt":"2026-07-27T08:57:12","guid":{"rendered":"https:\/\/botnation.ai\/support\/how-do-i-set-up-call-transfer-to-a-live-agent-on-whatsapp-using-botnation\/"},"modified":"2026-07-27T17:45:44","modified_gmt":"2026-07-27T15:45:44","slug":"how-do-i-set-up-call-transfer-to-a-live-agent-on-whatsapp-using-botnation","status":"publish","type":"support","link":"https:\/\/botnation.ai\/en\/support\/how-do-i-set-up-call-transfer-to-a-live-agent-on-whatsapp-using-botnation\/","title":{"rendered":"How do I set up call transfer to a live agent on WhatsApp using Botnation?"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Botnation lets you combine automation and human interaction on WhatsApp.  <\/p>\n\n<p class=\"wp-block-paragraph\">Here\u2019s how to set up transfers to a human agent on WhatsApp and manage handoffs from the Botnation Live Chat.<\/p>\n\n<h2 class=\"wp-block-heading\">Why offer the option to transfer to an agent?<\/h2>\n\n<p class=\"wp-block-paragraph\">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. <\/p>\n\r\n    <div class='botnation-cta-block'>\r\n        <span class='botnation-cta-label'>Cr\u00e9ez votre agent conversationnel gratuitement<\/span>\r\n        <a href='https:\/\/start.botnation.ai\/?utm_source=site&#038;utm_medium=cta_support&#038;utm_campaign=botnation'\r\n           target='_blank'\r\n           rel='noopener'\r\n           class='botnation-cta-btn'\r\n           data-event='cta_article'\r\n           data-page='\/en\/wp-json\/wp\/v2\/support\/31071'>\r\n            C&#039;est parti !\r\n        <\/a>\r\n    <\/div>\n\n<h2 class=\"wp-block-heading\">How do I set up forwarding in the Botnation editor?<\/h2>\n\n<p class=\"wp-block-paragraph\">In your WhatsApp conversation tree, add a \u201cTransfer to an Agent\u201d block at the point where you want the handoff to occur.<\/p>\n\n<p class=\"wp-block-paragraph\">This block can be triggered:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Through an explicit choice by the user (\u201cTalk to an advisor\u201d)<\/li>\n\n\n\n<li>Automatically if the bot fails to recognize the request after several attempts<\/li>\n\n\n\n<li>At a key stage in the process (e.g., after a lead has been qualified, before a deal is closed)<\/li>\n<\/ul>\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>TIP<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Always include the \u201cTransfer to an Agent\u201d option prominently in your main menu. WhatsApp users appreciate knowing that a human is available if needed; this builds trust. <\/p>\n<\/blockquote>\n\n<h2 class=\"wp-block-heading\">How does the agent resume the conversation?<\/h2>\n\n<p class=\"wp-block-paragraph\">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. <\/p>\n\n<p class=\"wp-block-paragraph\">The user, for their part, remains in their usual WhatsApp interface. The transition is seamless. <\/p>\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>GOOD TO KNOW<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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. <\/p>\n<\/blockquote>\n\n<h2 class=\"wp-block-heading\">What happens if no agent is available?<\/h2>\n\n<p class=\"wp-block-paragraph\">You can set up an automatic message to be displayed when no agents are logged in, such as:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Your team\u2019s availability schedule<\/li>\n\n\n\n<li>A form for requesting a callback or to get in touch<\/li>\n\n\n\n<li>The option for users to leave a message<\/li>\n<\/ul>\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">TIP<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Avoid leaving a user without a response. A clear message such as \u201cOur representatives are available Monday through Friday from 9 a.m. to 6 p.m. Please leave us your question, and we\u2019ll get back to you as soon as possible\u201d is enough to put them at ease. <\/p>\n<\/blockquote>\n\n<h2 class=\"wp-block-heading\">Summary <\/h2>\n\n<ul class=\"wp-block-list\">\n<li>Agent Transfer Block configured in the Botnation editor<\/li>\n\n\n\n<li>Defined Trigger Conditions<\/li>\n\n\n\n<li>Configuration of a waiting or \u201cunavailable\u201d message<\/li>\n\n\n\n<li>Agents Connected to the Botnation Live Chat<\/li>\n<\/ul>\n","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false},"categorie-support":[419],"class_list":["post-31071","support","type-support","status-publish","hentry","categorie-support-whatsapp"],"acf":[],"_links":{"self":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/support\/31071","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/support"}],"about":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/types\/support"}],"wp:attachment":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media?parent=31071"}],"wp:term":[{"taxonomy":"categorie-support","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/categorie-support?post=31071"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}