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Configure handover rules

An Admin defines categories and conditions that always transfer a conversation to a human, regardless of groundedness.

When this happens: Admin opens Admin — AI Assistant — Handover Rules — Add Rule.

Step by step

  1. 1

    Open Admin — AI Assistant — Handover Rules — Add Rule.

    EasyCRM shows the rule form: Name, Match Type (*Category* or *Keyword*), Category (when Match Type = Category, a dropdown over the AiHandoverCategory predefined list — e.g. *Complaint*, *Billing Dispute*, *Legal Request*), Keywords (when Match Type = Keyword, a comma-separated list), Active.

  2. 2

    Select Match Type = *Category*, Category = *Billing Dispute*, names the rule Billing disputes to a human.

  3. 3

    Click Save.

    EasyCRM creates the AiHandoverRule, appends it to the ordered list, and shows it Active.

Other paths

Keyword-based rule

At step 2 selects Match Type = *Keyword* and enters cancel my account, refund, chargeback

Reorder rules

Drag a rule to change DisplayOrder. Rules are evaluated in order; the first match sets the handover reason.

Deactivate a rule

Toggles a rule off. System sets ; it is skipped without being deleted.

If something goes wrong

Incomplete rule

If Match Type = Category with no Category selected, or Match Type = Keyword with an empty list. EasyCRM shows: Select a category or enter at least one keyword Save is blocked.

Good to know

  • A matched handover rule always transfers, independent of the groundedness policy and of AnswerBeyondSources.
  • Handover rules are evaluated against the current customer message and the detected category/keywords of the AI's own draft before it is sent (never after).