Home Integrations with Helpdesks [HubSpot] Ticket Transfer to Level 2 (L2)

[HubSpot] Ticket Transfer to Level 2 (L2)

Last updated on Oct 13, 2025

1. What is automatic transfer to L2?

ClaudIA, our Artificial Intelligence, manages automated support. When it detects that a ticket cannot be resolved through the standard Level 1 (L1) flow, it performs an automatic transfer to a Level 2 (L2) agent or team, ensuring that the customer is attended to by a specialist.

2. When does ClaudIA transfer a ticket to L2?

The transfer occurs automatically in the following situations:

  • Low Confidence in Response: When ClaudIA detects that the provided answer has low confidence in its accuracy or relevance.

  • Message Limit: When the conversation reaches many messages, indicating that it may require specialized attention.

  • Content Limit: If the content of the conversation exceeds defined limits, suggesting the need for human intervention.

  • Request from a Specific Group via Tag: If the customer indicates a specific tag they want for the transfer, our team must update this information in the database, and ClaudIA respects this choice, routing the ticket to the corresponding group.

3. How does ClaudIA perform the transfer to L2?

The transfer process follows these steps:

  1. Conversation Analysis: ClaudIA monitors the interaction in real-time, evaluating confidence in the response, number of messages, and content.

  2. Identification of Escalation Need: If any criterion indicates that the issue cannot be resolved at the current level, ClaudIA determines the transfer.

  3. Verification of Specific Tag: Before transferring, ClaudIA checks if the customer has indicated a tag for routing to a specific group. For this transfer to work properly, the tag must be registered in our database. (Open a Thread)

  4. Automatic Transfer: ClaudIA transfers the ticket to the appropriate L2 agent or team (or according to the indicated tag).

  5. Notification to L2: The agent or team receives the notification that the ticket is ready for support.

⚠️ Remember: for ClaudIA to transfer a ticket to a group agent, there must be at least one agent online in that group.

If no agents are online at the time of transfer, ClaudIA will apply fallback, and the support will automatically revert to ClaudIA itself.

4. How to configure automatic assignment for ClaudIA in HubSpot

To ensure ClaudIA correctly receives and manages tickets, follow these configurations:

4.1. Assignment in Chat (HubSpot Web Widget)

  • Access Chat Flows in HubSpot.

  • Edit the flow of type Bot or Chat without bot.

  • Locate the Routing or Assignment step and select ClaudIA as responsible.

  • Save the flow.

4.2. Assignment in Email, WhatsApp, and Help Desk channels

⚠️ Remember: for ClaudIA to respect specific tags indicated by the customer, it is necessary to register these tags in the database before the transfer.

5. Benefits of automatic transfer via ClaudIA

  • Fast Support: Complex tickets go directly to the right specialists.

  • Destination Accuracy: ClaudIA respects indicated tags, ensuring tickets go to the correct group.

  • Improved Customer Experience: Customers do not need to repeat information and are attended to by someone with the appropriate technical capacity.

  • Resource Optimization: L1 focuses on tickets it can resolve, while L2 handles complex cases.

6. How to monitor and adjust the process