When an AI Agent handles customer conversations in BoldDesk, customers or agents may need to involve a human agent for more complex requests. Depending on the channel and AI Agent configuration, BoldDesk supports multiple ways to transfer conversations from an AI Agent to a human agent.

This article explains the available transfer methods, when to use them, and the AI Agent modes that support each approach.

Prerequisites

Before configuring or using AI Agent handoff features, ensure that:

• An AI Agent is enabled for the required channel.
• Human agents and groups are configured.
• Auto-assignment rules are configured if workflow-based routing is used.
• Users have the required permissions to manage AI Agent and chat settings.

How AI Agent Transfer Works

The available handoff options depend on:

• The channel being used.
• The AI Agent assignment mode.
• Whether workflow automation is enabled.

AI Agent modes

BoldDesk supports different AI Agent assignment modes per channel. The selected mode determines whether chat workflow automation runs:

Assign to AI Agent (Direct)

The AI Agent handles conversations directly.

In this mode:

• Workflow automation does not run.
• Customers can request a human agent during the conversation.
• Agents can manually take over conversations.

Assign to AI Agent (Workflow)

Conversations pass through chat workflow automation before being handled.

In this mode:

• Workflow actions can automatically assign conversations to human agents.
• Routing and assignment actions are supported.
• Agents can manually take over conversations.

Available Transfer Methods

Transfer Chats to Human Agents in BoldDesk

This section explains the supported ways to transfer an AI Agent conversation to a human agent in BoldDesk. Depending on the channel and the selected AI Agent mode, transfer can be handled through the Talk to a Person option, a customer-typed request, a workflow-based handoff, or a manual agent takeover.

1. Customer-Clicked Transfer (Talk to a Person)

The Talk to a Person option allows customers using Live Chat to request a transfer from the AI Agent to a human agent.

Recommended Usage

Use this method when:

• Customers need quick access to a human agent.
• Live Chat is the primary support channel.
• Self-service escalation is preferred.

Supported Channels

• Live Chat

  
  
  

This lets customers in Live Chat request transfer from the AI Agent to a human agent by using the configured button. Explore more on How to Escalate AI Agent Chats to Human Agents in Live Chat

2. Customer Requests a Human Agent

Customers can request a human agent by typing messages such as:

• I want to talk to a human agent.
• Connect me to an agent.
• Can I speak with support?

Requirements

• The channel must use Assign to AI Agent (Direct).
  

Recommended Usage

Use this method when:

• The channel does not support the Talk to a Person option.
• Customers need a text-based way to request human assistance.
• Messaging channels are being used.

3. Save the changes.

After this is configured, customers can request a human agent during the conversation by typing a message such as I want to talk to a human agent.

3. Workflow-Based Transfer

Workflow-based transfer automatically routes conversations to a human agent based on predefined workflow conditions and actions.

Common workflow actions include:

• Trigger Auto Assignment
• Set Assignee
• End Workflow actions

Requirements

• The channel must use Assign to AI Agent (Workflow).

Recommended Usage

Use this method when:

• Conversations must be assigned automatically.
• Teams use department-based routing.
• Skill-based assignment is required.
• Support workflows require automation.

When this method is used, the conversation is assigned to a human agent based on the configured workflow logic. This is a workflow-based assignment, not a transfer from an existing AI Agent conversation. Explore more on:

1. Configuring Chat Workflows to Automate Actions in BoldDesk
2. Auto-assign Agent on Handoff from AI Agent in BoldDesk

4. Manual Agent Takeover

A human agent can manually take ownership of a conversation currently assigned to an AI Agent by changing the conversation assignee.

Recommended Usage

Use this method when:

• Immediate human intervention is required.
• Supervisors need to assist with a conversation.
• An internal escalation is needed.

Important Notes

After a human agent takes over:

• The AI Agent stops responding.
• The conversation remains assigned to the human agent.
• The conversation cannot be reassigned back to the AI Agent.

Choosing the Right Transfer Method

Troubleshooting

Talk to a Person option does not appear in Live Chat

Possible causes include:

• The feature is not enabled in the Live Chat widget.
• The interaction is a greeting, welcome message, or thank-you message.
• The conversation is taking place outside the Live Chat channel.

Workflow-Based Transfer Does Not Occur

Verify that:

• The channel uses Assign to AI Agent (Workflow).
• The workflow has been published.
• Assignment actions are configured correctly.

AI Agent Stops Responding After Manual Takeover

This is expected behavior. Once a human agent takes over the conversation, the AI Agent no longer participates.

Conversation Cannot Be Assigned Back to the AI Agent

This is expected behavior. Conversations cannot be reassigned to the AI Agent after a manual takeover.

Permissions

Agents must have the Manage Settings permission in their role before they can configure chat transfer from an automated process to a human agent.

Frequently Asked Questions

1. What transfer methods are supported for handing off a chat to a human agent in BoldDesk?
   BoldDesk supports the following transfer methods:

   • Talk to a Person option in Live Chat
   • Customer-typed request for a human agent
   • Workflow-based transfer using chat workflow actions
   • Manual takeover by an agent

2. Does every transfer method work in all channels?
   No. Transfer method availability depends on the channel and the selected AI Agent mode.

   • The Talk to a Person option is available only in Live Chat
   • A customer-typed request can work in Live Chat and other messaging channels
   • Workflow-based transfer can work in Live Chat and other messaging channels, but only when workflow automation is enabled through the correct AI Agent mode

3. What is the difference between Assign to AI Agent (Direct) and Assign to AI Agent (Workflow)?
   The difference is whether chat workflow automation is allowed to run.

   • Assign to AI Agent (Direct)
     The AI Agent handles the conversation directly. Workflow-based routing and transfer actions do not run.
   • Assign to AI Agent (Workflow)
     The conversation runs through chat workflow automation. This allows workflow actions such as assignment and end-workflow actions to transfer the conversation to a human agent.

4. Which AI Agent mode is required for a customer to request a human agent by typing a message?
   The channel must use Assign to AI Agent (Direct).
   In this mode, the customer can request a human agent during the conversation by typing a message such as I want to talk to a human agent.

5. Which AI Agent mode is required for workflow-based transfer?
   The channel must use Assign to AI Agent (Workflow).
   This is required because workflow-based transfer depends on chat workflow actions such as:

   • Trigger Auto Assignment
   • Set Assignee

6. Does the Talk to a Person option require a specific AI Agent mode?
   No. The Talk to a Person option in Live Chat can work in both:

   • Assign to AI Agent (Direct)
   • Assign to AI Agent (Workflow)
     However, BoldDesk may not show this option during simple interactions such as greetings, welcome messages, or thank-you messages.

7. Can customers in messaging channels other than Live Chat use the Talk to a Person option?
   No. The Talk to a Person option is available only in Live Chat.
   For other messaging channels, transfer to a human agent must happen through either:

   • a customer-typed request, or
   • a workflow-based transfer.

Related Articles

1. How to Escalate AI Agent Chats to Human Agents in Live Chat
2. Auto-assign agent on Handoff from AI Agent in BoldDesk
3. How to Manage Auto-Assignments for Live Chat Conversations
4. Configuring Chat Workflows to Automate Actions in BoldDesk
5. How to Create Workflows from Predefined Templates
6. How to Configure Exit Blocks in a Workflow