Training AI Assist to transfer conversations to human agents

The instructions below are for desktops and laptops only.

tawk.to’s AI Assist can automatically transfer a conversation to a human agent when a visitor requests escalation or when the AI agent cannot resolve the issue.

Human escalations work across supported channels, including:

• Live Chat
• Ticketing/Email
• WhatsApp
• Facebook Messenger
• Telegram
• Twilio SMS

In this guide, you’ll learn how to:

• Set up an escalation shortcut that transfers conversations to a human
  
  
• Route escalations to a specific agent or department
  
  
• Use Base Prompt instructions to offer human support at the right time
  
  
• Test your setup to make sure transfers work as expected

Note: Human escalations are available on paid AI Assist plans.

AI Assist uses Shortcuts to handle escalations. A Shortcut is a saved workflow that can include:

• A message to the visitor
• Suggested messages
• Forms
• Actions such as Transfer Chat - this transfers the conversation from the AI agent to a human agent

When a visitor requests human support, or when AI Assist follows your Base Prompt instructions, it can trigger the selected Shortcut and pass the conversation to your team.

To learn more about shortcuts, see:
Introducing Shortcuts: Your key to faster responses
Creating and managing shortcuts 

• The conversation is assigned to the selected agent or department.
  
  
• Assigned team members will see the Incoming notification in the left panel.

• When a human agent joins the chat, your AI agent leaves the chat automatically.

• The human agent can continue the conversation from their Inbox.
  
  
• The visitor stays in the same conversation thread.

This creates a smoother handover and helps your team see the full conversation history before replying.

2. Click Add-ons in the left navigation bar.

3. Click Settings under AI Assist.

4. Select your AI agent. Then, scroll to Escalation. Under When a visitor asks to speak to a human, choose an existing shortcut. To create a new one, click Add Shortcut.

5. Ensure your shortcut contains a clear handover message. Use a friendly message that tells the visitor what happens next.

Important:
AI Assist will attempt to transfer the chat even when agents are offline/unavailable. Be sure to inform customers of your support team’s working hours and offer alternative ways for customers to reach you (as shown in the example above).

6. Click + Action and choose Transfer Chat. Then, choose one of the following:

9. Click Save. Then, ensure the new/selected shortcut is assigned to When a visitor asks to speak to a human.

Now, when visitors ask for a human, AI Assist will run the shortcut and transfer the chat to the chosen agent/department. 

• The visitor asks to speak to a person
• The AI agent is unsure of the answer
• The request needs personal attention

1. Use the preview panel in AI Assist settings.
   
   
2. Ask questions that should trigger escalation. Try phrases such as:
   - I need a human
   - Can I speak to support?
   - I need billing help
   - This didn’t solve my issue
   
   
3. Confirm the conversation is transferred correctly.

• Set clear expectations
  If your team is offline or unavailable, let visitors know when they can expect a reply. Include:

• Business hours
• Typical response times
• Backup contact options
  
  

• Keep Base Prompt instructions short and specific
  Short, direct prompts usually work best in training AI Assist on when to offer escalation.

• Some channel features may vary
  Certain channels may not support buttons, forms, or other interactive elements. If that happens, the transfer message and reassignment will still go through.
  
  
• Check your plan
  If you don’t see escalation options, check your AI Assist subscription.

Creating and managing shortcuts

Shortcut templates for easy conversations

Getting started with AI Assist

Modifying the Base Prompt

Using Base Prompt instructions for escalation

Using Base Prompt instructions for lead capture

Using Base Prompt to restrict AI Assist replies

Using Base Prompt to direct visitors to search result pages

These are a few ways to train AI Assist to transfer chats to human agents. If you’ve found other ways of doing this, please share them in our community.

If you need help customizing your base prompt and setting up AI Assist, contact us via live chat or schedule a call.

If you have feedback about this article, or if you need more help:

• Click the green live chat icon.

• Schedule a call with us.

• Visit our community.