At the right time, smoothly transfer the conversation from the AI robot to an online human agent quickly. After the transfer, the conversation will enter the “Unassigned” or “All Members” list in the agent workbench, where online agents will take over proactively to ensure a quick response to user inquiries.
This tutorial details the application scenarios, operation steps, and final implementation effects of the intelligent [Transfer to Human] function of the agent.
Enable the “Transfer to Human” function for the agent in the HelpKnow.ai backend
*The actual transfer effect cannot be viewed in “Preview & Debug”; you may test the real effect in the online testing environment.
Custom transfer conditions are supported and can be added according to your business scenarios.
Common Scenario 1: User proactively requests to transfer to a human agent
Common Scenario 2: Transfer to human agent when no matching knowledge is found
Common Scenario 3: Transfer to human agent when user intends to renew, complains or expresses dissatisfaction
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① First create attributes
The attribute function is mainly used to record user attributes for long-term memory; it can also collect customer information such as customer name, identity, purchase budget, etc.
② Add preset attributes
When creating transfer conditions, select “Preset”, then add the attributes you just created as transfer conditions. The AI can trigger the transfer when all attributes are met, or when any single attribute is met.
③ The AI automatically records attributes during the conversation, which can be viewed later in Analytics - Sessions and supports export.
① Unassigned effect: When the transfer condition is triggered during an AI chat, the system will automatically move the conversation to the “Unassigned” queue of human agents and wait for an agent to take over.
② Automatic assignment to human agents: Switch to the SaleSmartly backend, enable “Session Assignment Settings” in 【Settings - Project Management - Chat Settings】. AI conversations that trigger the intelligent transfer conditions will then be automatically assigned to the corresponding human agents.
✅ Custom reception hours: Trigger intelligent transfer only within your set time.
✅ Multi-timezone configuration supported: Perfectly adapts to cross-border business needs.
✅ Automatic reminder outside working hours: After human agents are off duty, the AI automatically comforts customers to keep the service uninterrupted.
After configuring 【Transfer Hours】, the reply effect outside human online hours is as follows:
After a successful intelligent transfer, if you do not want the AI to continue replying to a single session, you can manually disable “Robot Hosting” on the 【Chat】 page in the SaleSmartly backend.
After a successful intelligent transfer, if you need the AI to automatically stop replying for every session, you can disable “Keep Hosting” in 【Settings - Project Management】 in the SaleSmartly backend.