Use Customer Assist to hand off a conversation to an AI Agent team
Last Update: Mar 2025 • Est. Read Time: 2 MINIf you're already using a conversational assistant, you can incorporate AI Agent teams into your existing setup to provide more intelligent, dynamic responses. This feature is especially useful for transitioning from a deterministic conversational assistant to a more advanced, reasoning-based AI Agent.
In this article, you'll learn how to access the Transfer to AI Agent interaction and relevant information to keep in mind when incorporating this interaction into your assistant.
| Who can access this feature? | |
| User types | Admins can access the Customer Assist page. This interaction is available with the AI Agent for Customers add-on. |
In this article
- Prerequisites
- Understand the transfer interaction
- Example conversational assistant
- Understand rule order
Prerequisites
To use this interaction to hand off a conversation, you must have an AI Agent team set up and deployed. You should also have an existing conversational assistant built and understand conversational assistant rules.
Understand the transfer interaction
The Transfer to AI Agent interaction is available for the chat, SMS, WhatsApp, and Kustomer Voice channels on both Lite and Premium assistants.
You can find it when building an assistant by selecting Add End Interaction.
Your deployed AI Agent teams will appear on the list.
Note: To transfer conversations successfully, the AI Agent team must be deployed for the same channel as the assistant. However, the AI Agent will only respond if its own deployment conditions are met at the time of transfer. For example, if the AI Agent is set to reply only in chat and only for VIP customers, both conditions must still hold true when the conversation is handed off.
Example conversational assistant
Imagine you have a conversational assistant set up that asks customers "How can I help" and presents them with a list of the most frequently asked topics as buttons, with one of those options being "Order status". You also have an AI Agent team that handles these types of inquiries.
By transferring these types of inquiries to your AI Agent team, you can enhance the customer experience. The AI Agent can pull real-time order details and provide a personalized update, improving efficiency and making responses more helpful.
Understand rule order
The order of your rules determines whether an AI Agent team or a conversational assistant responds to a conversation first.
When you deploy an AI Agent team, a rule is automatically created to ensure the team engages with conversations first. You can find this rule by going to Settings > Kustomer IQ > Customer Assist and selecting the Rules tab.
In our example above, we want the conversational assistant to respond to a customer first and present the list of topic options to choose from. To ensure this happens, the conversational assistant's rule must be ranked higher than the AI Agent team's rule.
