Transfer

Set up how conversations transfer from AI to human support agents

Who can use this feature?

• This feature is available for all users

What is transfer

This helps users control how conversations are transferred from AI to their team.

This ensures smooth transitions from AI to human support by:

• Providing seamless transfer experiences for customers

• Collecting necessary context before human agents join

• Maintaining consistent communication during transfer

How does this help with

• Feedback collection: Gather customer feedback on AI responses to improve service quality

• Message customization: Set appropriate transfer messages for business hours and after-hours scenarios

• Information gathering: Collect additional context from customers before connecting them with human agents

• Team assignment: Automatically route transferred conversations to the right team members

• Continued support: Allow AI to assist customers while they wait for human agents

• Contact form submission: Capture customer information for follow-up when immediate assistance isn't available

How to set up transfer

Understand the transfer settings

Settings	What is it?	How does it work?
Feedback messages	Feedback messages are shown to customers after AI responds	In chatbox, messages are shown as 2 buttons after AI responds
Transfer messages	Transfer messages will be sent to customers when users want to speak to a human	Send transfer messages to customer
Ask for more information before transfer	This helps your team understand the customer's situation before joining the conversation	Send a message to customer
Assignment	Select who will handle conversations transferred from AI	In Inbox, this conversation will be assigned to that assignee.
Contact form	Allow customers submit a contact form during the transfer process. This helps capture customer information for follow-up when immediate assistance isn't available.	In chatbox, contact form will be shown to customers
AI backup	Allow customers to continue the conversation with AI while waiting for your team	In chatbox, the button Continue with AI will be shown to customers

Best practices for transfer settings

Clear messaging: Write transfer messages that set proper expectations about response times

Context collection: Use pre-transfer information to help your team provide better assistance

Smart assignment: Assign conversations to team members based on their expertise and availability

Contact form strategy: Enable contact forms during peak hours or as a fallback option for comprehensive inquiry collection

Backup support: Enable AI backup during busy periods to maintain customer engagement