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Tutorial: Use a workflow to hand off a conversation to an AI Agent team

Last Update: Mar 2025 Est. Read Time:
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You can use workflows to transfer conversations to an AI Agent team automatically. In this tutorial, you'll learn how to use the Handoff to AI Agent workflow action to automate this process.

Who can access this feature?
User typesAdmins can access the Workflows page. This workflow action is available with the AI Agent for Customers add-on.


In this article

Prerequisites

To use this action to hand off a conversation, you must have an AI Agent team set up and deployed. You should also be familiar with workflows.

Example workflow

This example will walk you through building a workflow that will transfer conversations about order status to an AI Agent team.

  1. Go to Settings > Platform > Workflows and select Add Workflow.
  2. Select Custom Workflow, enter a name, and select Create.
  3. For the first Trigger step, select Kustomer as the Trigger App and Message Created as the Trigger Event.
  4. Add a Condition Step for Direction Type Equals Initial In. For this example, we want only conversations where customers are inquiring about their order status to be transferred. We can do that by adding another Condition Step and outlining keywords in the subject such as track order or status.
  5. Next, add an Action step with Kustomer as the Action App and Conversation: Update as the Action Event. 
    • Select the tag you want to apply from the Tags field. For this example, we want the workflow to apply a WISMO tag.
  6. Finally, add an Action step with Kustomer as the Action App and AI Agent Handoff as the Action Event.
  7. Select the AI Agent team to which you want to transfer the conversation from the User drop-down menu.