Transfer by configured rule or category
When the customer's message or the AI's intended reply matches a configured handover rule or a forbidden topic, the conversation transfers to an operator instead of being answered automatically — independent of groundedness.
When this happens: The customer's message or the AI's drafted reply matches a handover rule or forbidden topic.
How it works
- Writes I want a refund, this is a scam, I'm disputing the charge with my bank
- The message matches the Billing disputes to a human handover rule (Category = *Billing Dispute*, UC-28.6).
- EasyCRM skips the provider call for a customer-facing answer — the match is decisive regardless of what the AI might have drafted.
- Transfers:
Unassigned,AssignmentHistory(AiHandover, ), routes per FR-24. - EasyCRM sends the acknowledgement message (as UC-28.21 step 4).
- EasyCRM records
AiInteractionLog(HandoverReason= the rule name).
Other paths
Forbidden topic instead of a handover rule
Asks a medical-advice question that matches the Medical advice forbidden topic. Same transfer,
Rule matched on the ai's drafted reply, not the customer's message
The customer's message itself is neutral, but the AI's drafted reply would commit to something that matches a rule (e.g. A legal commitment). The reply is discarded and the transfer proceeds as in the main flow.
Good to know
- Rules and forbidden topics are evaluated before groundedness would even matter — a matched rule always transfers.
- The rule evaluated first (by
DisplayOrder) sets the recorded reason when more than one would match.