Human Transfer Triggers

Alhena automatically transfers conversations to human agents in specific scenarios. These triggers apply across all helpdesk integrations.

When Alhena detects that a conversation should be handled by a human, it transfers the ticket to your support team. This page covers the triggers that apply across all helpdesk integrations and channels (Email, Website Chat, and WhatsApp).

General Triggers

These triggers apply to all integrations (Zendesk, Freshdesk, Gorgias, etc.):

• User requests a human - The user explicitly asks to speak with a person (e.g., "I want to talk to a human", "Can I speak to an agent?")

• No answer found - The bot cannot find a relevant answer in its knowledge base

• Answering guidelines triggered - A custom rule you've configured in your answering guidelines was triggered

Email-Specific Triggers

For email tickets, these additional triggers apply:

• Automated emails - Emails detected as coming from automated systems

• Forwarded emails - Emails with "Fwd:" in the subject line

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Behavior on Human Transfer

When a human transfer is triggered:

1. Alhena stops responding to the conversation

2. By default, Alhena unassigns the ticket from itself

3. The ticket becomes available for human agents to pick up

Human agents can also manually take over a conversation at any time by:

• Responding to the ticket directly

• Reassigning the ticket away from Alhena Bot

Once a human agent takes over, Alhena will not respond to that conversation.

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Custom Routing

By default, tickets are unassigned on human transfer. To assign tickets to a specific group or agent, configure the Human Transfer Group setting in your helpdesk integration's settings page in Alhena.

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Business Hours & Availability

Human transfers respect your configured business hours schedule. You can:

• Set custom hours for each day of the week

• Configure different behavior for outside business hours

• Add holiday dates when human transfer is disabled

• Customize messages shown before, during, and after transfer

See Human Transfer Settings for full configuration options.