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
- 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 Instructions to offer human support at the right time
- Test your setup to make sure transfers work as expected
How AI Assist transfers conversations
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 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
How transfers work
- 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.
Set up human escalation
2. Click Automations in the left navigation bar.
3. Click Agents in the left submenu.
4. Select your AI agent. Then, click Settings on the left menu.
5. Under Escalation, choose a shortcut under When a visitor asks to speak to a human. To create a new one, click Add Shortcut.
6. Ensure your shortcut contains a clear handover message. Use a friendly message that tells the visitor what happens next.
We recommend including:
- Support hours
- Expected reply times
- Another way to contact you if needed
Example:
“Hi there — I’m connecting you with a member of our team now.
Our support hours are Monday to Friday, 9:00 AM to 5:00 PM GMT.
If no one is available right away, please email us at support@yourcompany.com and we’ll get back to you as soon as possible.”
For details on creating shortcuts, see this guide:
Creating and managing shortcuts
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).
7. Click + Action and choose Transfer Chat. Then, choose one of the following:
- A specific agent- A department
8. 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.
Use Instructions for escalation
- The visitor asks to speak to a person
- The AI agent is unsure of the answer
- The request needs personal attention
Example instructions
- 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 learn more, see:
Using Instructions for escalation
Modifying your AI agent's Instructions
Test your setup
- Use the preview panel in AI Assist settings.
- 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 - Confirm the conversation is transferred correctly.
Additional considerations
- 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 Instructions short and specific
Short, direct instructions 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.
Related guides
Creating and managing shortcuts
Shortcut templates for easy conversations
Getting started with AI Assist
Modifying your AI agent's Instructions
Using Instructions to restrict AI Assist's responses
Using Instructions for lead capture
Using Instructions for escalation
Using Instructions 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 agent's Instructions 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:
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Schedule a call with us.
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