How to train AI Assist to transfer chats to human agents
The instructions below are for desktops and laptops only.
tawk.to’s AI Assist can be trained to transfer chats to your team in various scenarios. In this guide, we’ll show you how to train AI Assist to transfer the chat to your team when customers request assistance.
We’ll also show you how to train AI Assist to escalate when it doesn’t have an answer to the customer's question.
Note: Escalations are only available with the Growth, Business, and Enterprise plans.
Follow these steps to set your escalation settings:
2. On your dashboard, select the property for which you want the escalation settings. Hover over the property name to ensure you’ve selected the correct one.
3. Click Add-ons on the top menu.
4. Click Settings under AI Assist.
5. Select your AI agent.
6. Scroll down to Escalation. When customers ask to speak to a human, you can get your AI agent to use a shortcut to transfer chats.
7. Under When a visitor asks to speak to a human, select a shortcut or click Add Shortcut to create a new one.
If you need more information on creating shortcuts, check out this guide:
Creating and managing shortcuts
8. If you’re creating a new shortcut, enter the name and Message. We recommend including your support team’s operating hours in the message and offering alternative ways for customers to reach you.
For example:
I'm attempting to transfer you to a human agent. Our support team is generally available from [start time] to [end time] GMT. If no one joins the chat, it could mean no one's available right now.
Email us at [email address] and our experts will get back to you as soon as possible.
As shown in the example above, you can add a “call/email me” suggested message for customers to request a call/email from your team. You’ll need another shortcut with a form that captures customers’ details, and AI Assist will use that shortcut when customers click the “call/email me” suggested message.
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).
10. Click Save. Then, select the shortcut for When a visitor asks to speak to a human.
With these settings in place, AI Assist will automatically transfer chats to agents upon customers’ request.
Next, let’s update the Base Prompt to train AI Assist to offer escalation when it doesn’t have the answer to customers’ queries.
You can provide specific instructions in the Base Prompt to guide AI Assist in escalating to human agents when it doesn’t know the answer to customers’ queries.
For the basics of modifying the Base Prompt, check out this guide:
In this example, we’ll show you how to get AI Assist to offer customers a “Speak to a human” button in the chat. When customers click the button, AI Assist will transfer the chat to your team members.
Note: Escalations are available with paid AI Assist plans only.
Follow these steps to update your Base Prompt:
1. In the AI Assist Settings page, scroll down to the Base Prompt.
2. Replace the second line of the default prompt with the following prompt:
- If you’re not sure about the answer, include this in your response:
"Click the button below to speak with an agent.
[option] Speak to a human"
“[option]” offers customers a suggested message in the form of a button. In this example, customers will get a response with the suggested message “Speak to a human”.
To ensure that AI Assist’s responses are formatted correctly, add this:
- If the response has "[option]" include it as plain text and do not add line breaks before it.
Click Save and test the widget on the right.
3. When customers click Speak to a human, AI Assist will use the shortcut in the Escalation settings and transfer the chat accordingly. Your team will be notified on the dashboard under Incoming.
4. When your team member opens the chat, they can click Join Chat to take over.
5. Your AI agent will automatically leave the chat once a team member joins.
For more ways of using the Base Prompt, check out these guides:
Using Base Prompt instructions for escalation
Using Base Prompt instructions for lead capture
Using Base Prompt to restrict AI Assist responses
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.
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