Why is a conversation reassigned to a bot after being transferred to an agent?

In this article, we explain why a conversation can be automatically reassigned to the bot, even after it has been transferred to an agent.

❓ Frequently asked question or initial context

Sometimes, it can be observed that a conversation that was assigned to an agent through a bot is automatically reassigned to the same bot without direct intervention.

This behavior can be confusing, especially if the conversation is expected to remain under the agent's control for follow-up.

🛠 Troubleshooting: Step-by-step to identify the problem

Check the bot configuration: Verify if the bot has rules that re-evaluate active or rerouted conversations. Confirm if there is conditional logic that makes it resume conversations based on certain keywords or inactivity times.
Verify if the bot has rules that re-evaluate active or rerouted conversations.
Confirm if there is conditional logic that makes it resume conversations based on certain keywords or inactivity times.
Check assignment logs: In the conversation history section, check who or what reassigned the conversation (bot, system, or agent).
In the conversation history section, check who or what reassigned the conversation (bot, system, or agent).
Check automation flows: Make sure there is no active automation that re-enters the bot flow if no response from the agent is detected.
Make sure there is no active automation that re-enters the bot flow if no response from the agent is detected.
Agent status: Confirm that the assigned agent is online and in assignable status. If they are absent or disconnected, Atom may automatically reassign to the bot according to the configuration.
Confirm that the assigned agent is online and in assignable status. If they are absent or disconnected, Atom may automatically reassign to the bot according to the configuration.
Check the agent's group membership: The agent must belong to the group to which the bot transfers conversations.
The agent must belong to the group to which the bot transfers conversations.

✅ Possible solutions

Modify the bot flow: Make sure that once the assignment is made, the flow ends or does not contain conditions that reactivate it unnecessarily.
Make sure that once the assignment is made, the flow ends or does not contain conditions that reactivate it unnecessarily.
Adjust assignment rules: Disable rules that trigger reassignment if the agent is absent for a short time.
Disable rules that trigger reassignment if the agent is absent for a short time.
Add a conditional wait: Introduce a "wait" or "hold" block after assignment to an agent to avoid bounces.
Introduce a "wait" or "hold" block after assignment to an agent to avoid bounces.
Review team settings: Properly configure the assignment logic to avoid interference between bots and human agents.
Properly configure the assignment logic to avoid interference between bots and human agents.

📝 Additional notes

Some behaviors may be related to internal logics or new system versions that require review by the product team.
Reassignments can also be influenced by the global channel configuration or specific schedule rules.

💼 Practical example or use case

A user reported that their bot "Atencion2" correctly redirected conversations to agent Perez when it detected the word "training".

However, after the assignment, the conversation was returned to the bot again.

After analyzing the flow, it was identified that the bot did not end the flow after transferring the conversation, so, by not detecting immediate interaction from the agent, it regained control.

It was resolved by adjusting the flow with a final logic closure step and a 5-minute wait before reactivating any intervention.