Your chatbot can intelligently hand off conversations to the right place—whether that's a live team member, another bot, or an automation. This creates a smooth experience for parents and ensures every inquiry gets the attention it needs.
What Is a Transfer Action?
A transfer action lets your bot redirect a conversation based on specific triggers or logic. You can send chats to a staff member, switch to a different bot, kick off an automation, or route to your inbox.
This ensures seamless handoffs between automated responses and real people, helping you respond faster and keep parents happy.
Why Use Transfer Actions?
Transfer actions give your bot flexibility to handle different scenarios:
- Escalate to live support when a parent needs immediate help
- Switch to specialized bots for tours vs. enrollment questions
- Trigger automations based on what the parent asks
- Reduce missed inquiries by offering human backup
- Route to the right team like admissions, billing, or front desk
- Maintain coverage with smart fallbacks
How to Set Up a Transfer Action
Follow these steps to configure a transfer action in your bot:
- From your left sidebar, click AI Agents
- In the top navigation, select Enrollio AI and choose the bot you want to edit
- Open Bot Goals and click Transfer Bot
- From the dropdown, select your transfer type: Live Chat, Automation, Another Bot, or Agent
- (Optional) Customize settings like adding tags before transfer or setting fallback actions if the transfer fails
- Click Save to apply your changes
Transfer to Live Chat
Send the conversation to a real person when automated help isn't enough.
This moves the chat from your bot to a team member through the Live Chat interface. The conversation appears in your Conversations tab, where staff can respond in real-time.
Example: A parent asks about tuition payment options, and the bot transfers them to your billing team.
[SCREENSHOT: Live Chat transfer settings panel]Transfer to Another Bot
Route parents to a different bot when you want to divide responsibilities.
This is ideal for splitting up topics—like having one bot handle tour requests and another handle enrollment questions. You can choose from any of your published bots.
Transfer to Automation
Trigger powerful automation flows when your bot needs to hand off tasks.
This initiates an automation based on the parent's current conversation. Perfect for automating follow-up actions like:
- Booking tour appointments
- Sending enrollment packets
- Updating family records
- Notifying your team
- Adding to waitlists
Example: A parent expresses interest in infant care, and the bot triggers an automation that sends program details and schedules a tour.
[SCREENSHOT: Automation selection interface with common childcare automation examples]Transfer to Agent
Assign the conversation directly to a specific team member or group.
Choose a designated staff member or team so conversations are routed precisely. This works great for role-based support—like routing billing questions to your admin team or tour requests to your admissions coordinator.
You can optionally apply filters like "only if agent is online" or set fallback agents.
[SCREENSHOT: Agent assignment screen showing team member selection and availability filters]Frequently Asked Questions
What happens if no one is available in live chat?
If no team member is online, you can configure the transfer to fall back to another bot step, leave a message for follow-up, or retry after a delay.
Can I delay the transfer?
Yes. Insert a Wait Step before the transfer step to delay it for a set amount of time. This gives parents a moment to read information before being connected.
Will chat history be preserved after transfer?
Absolutely. The full conversation transcript is retained and visible to both bots and your team members. This ensures continuity and context.
Can I use conditions to control transfers?
Yes. Use a Condition Step before the Transfer step to trigger it only based on tags, responses, or family information. For example, only transfer to billing if the inquiry mentions "payment."
Is the Transfer Action available in all plans?
Yes, but access to certain destinations like automations or Live Chat may depend on your plan level.
Next Steps
- Test your transfer action using the Preview feature in the Bot Builder
- Check your Conversations inbox to see how transferred chats appear
- Set up tags or automations to track successful transfers
- Configure advanced routing using conditions, wait steps, and tags