Switch AI Agent Mid-Conversation

Switch AI Agent Mid-Conversation Most accounts run more than one AI Agent: a sales agent, a support agent, one per product, one per language. Entry Points decide which agent picks up a brand-new conversation. But conversations change direction: the lead your sales agent was talking to now has a support question, or the person who came in through a keyword for one product asks about another. This page is about handing an existing conversation to a different agent, in two ways: by hand from the chat, or automatically by rule with an Automation. What "switching" does When you assign a different agent to a contact: From the contact's next message , the new agent answers. It uses its own instructions, knowledge base, tone and abilities. The conversation history stays exactly where it is. The new agent reads the whole chat, so the contact never has to repeat themselves. Nothing is sent at the moment of the switch unless you ask for it (see Let the AI reply straight away below). Keyword rules in Entry Points never do this on their own: they only look at the first message of a new conversation. Someone already mid-chat with one agent stays with that agent until you, or an Automation, move them. Option 1: from the chat (by hand) Open the conversation in Chats . Open the chat menu (the three dots at the top of the conversation). Choose Assign AI agent and pick the agent that should take over. That's it: the next reply comes from the new agent. Pick No agent (team handles replies) to se