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

• 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

What happens during transfer

For customers:

1. They request human help in chat

2. AI confirms transfer is happening

3. Conversation is assigned to human agent

4. Chat history remains visible

5. Human agent joins with full context

For your team:

1. Notification appears in inbox (or email)

2. Conversation shows as "transferred from AI"

3. Full chat history available

4. Team member can join conversation

5. AI stops responding once human takes over

How to set up transfer from AI

1. Set up automatic transfer scenarios

Turn on default scenario: "When customers ask human support"

Go to AI assistant → Personality → Scenario instructions → Turn on default scenario

This built-in scenario automatically handles the most common transfer requests.

What triggers the default scenario:

• Customer types phrases like "talk to human", "speak with agent", "I need help from a person"

• Customer expresses frustration that AI can't help

• Customer asks for manager or supervisor

How the default scenario works:

1. AI detects the transfer request

2. AI sends a message asking which contact method customer prefers

3. Customer chooses from available contact options (live chat, email, etc.)

4. AI confirms the transfer is happening

5. Conversation is assigned to your support team (following the auto-assignment settings)

2. Choose transfer method

Transfer to inbox (recommended)

• Conversations is assigned to team member

• Team members get notifications

• Best for active support teams

Transfer to email

• Conversation details sent via email

• Use when the team doesn't monitor Chatty inbox regularly

• Requires email setup in channels

In Contact support email field, enter team email addresses.

3. AI behaviour during transfer

Choose what happens while customers wait for human help:

Don't allow

• AI stops responding immediately after transfer

• Use when you want clean handoff to humans

Allow all the time

• AI continues answering questions until human joins

• Keeps customers engaged while waiting

• Recommended for busy support teams

Allow only outside business hours

• AI helps after hours, stays quiet during work time

• Good for teams with set support schedules