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Ask to be transferred to a human operator

A customer being answered by the AI in Auto Reply mode asks to speak with a person; the AI recognizes the request and the conversation transfers immediately, with its complete history.

When this happens: Customer writes I want to talk to a real person (or equivalent) during an AI-held conversation.

How it works

  • Writes Can I speak to a human, please?
  • EasyCRM matches the message against the company's human-request keywords before calling the AI/LLM Service; operator matches, so no model call is made.
  • Instead of sending an AI reply, transfers: sets Unassigned, creates AssignmentHistory (AiHandover, CustomerRequest), and routes per FR-24.
  • EasyCRM sends a short acknowledgement to the customer: the company's handover message in the customer's language (Admin — AI Assistant — Customer Messages; a language left empty gets the platform's, e.g. Connecting you with a team member now) — itself an Auto Reply message with the standard disclosure, not the fallback message (this is a successful handover, not a failure).
  • EasyCRM records AiInteractionLog (AutoReply, CustomerRequest).

Other paths

Request recognized by the ai

At step 2 no keyword matches (e.g. can I talk to someone real?). The Auto Reply pipeline runs and the provider's structured handover signal triggers the same transfer.

If something goes wrong

No available operator

Routing (FR-24) finds no Online operator matching the conversation's scope. The conversation stays Unassigned in the shared Inbox as normal — the AI does not resume answering it.

Good to know

  • A customer's explicit request to be transferred is always honored — it is not subject to the groundedness or forbidden-topic checks (those checks apply to whether the AI *answers*, not to a request to stop).
  • Human-request keywords are configured per company and language (Admin — AI Assistant — Handover Rules — Requests for a person; a language left empty uses the platform's list) and checked before any AI/LLM call, every language's list whatever the customer's language; there is no dedicated Live Chat button.