Transfer to Live agent
Transfer to Live Agent action allows you to seamlessly connect a user to a human agent when the AI agent cannot resolve their query or when live assistance is required.
The table below describes the fields available in the Transfer to Live agent action:
| Field name | Description |
|---|---|
| What is the query | The user’s query or issue that needs to be passed to the live agent. This ensures the agent has context before taking over the conversation. |
| Username | The name or identifier of the user, which helps the live agent recognize who raised the query and personalize the assistance. |
How to configure Transfer to live agent
To configure Transfer to Live agent, follow these steps:
Step 1: Configure a Live agent flow
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Go to the Flows section and create a flow that handles live agent transfer.
Step 2: Link Flow in Super agent profile
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Go to Super agent > Profile > Live agent and select the flow you created.
Step 3: Call the Transfer to live agent action in Prompt section.
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Go to Agents > Prompt section, fetch the user query.
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Add a Transfer to live agent action to pass the user query to connect to live agent.
Step 4: Conversation handoff in Inbox
Once the transfer to live agent action is triggered, the conversation is handed over to the live agent.
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Go to Inbox > Chats, where a live agent can view the query and assist the user further.
