How to set up transfer detection (Detect Transfer)
When to use
- You want ClaudIA to automatically transfer the conversation whenever she says she is going to transfer it
- You are modeling N2 sections and need to make sure the handover actually happens
- You are seeing tickets in the dashboard with the reason "ClaudIA falou que ia transferir" (ClaudIA said she would
transfer) and want to understand where they come from
Prerequisites
- Access to the Hub with permission to edit content and settings
- (For auditing) Access to the "Dashboard de Métricas de Retenção" (Retention Metrics Dashboard)
About this article
Detect Transfer makes ClaudIA notice when her own reply indicates a transfer and, in that case, automatically trigger
the handover to a human agent (N2).
Detection works by interpreting the message, not by matching exact phrases: any reply in which ClaudIA commits to
transferring the conversation can trigger the handover, even if the wording is not identical to the examples in this
article.
How to enable it
Detect Transfer has its own switch and comes disabled by default.
To enable it, go to ClaudIA → "Configurações" → "Transferência" (Settings → Transfer) and turn on the "Detectar pedido
de transferĂŞncia" (Detect transfer request) option.
:::error With the option disabled, nothing happens: even if ClaudIA's reply promises to transfer the conversation, the
automatic transfer is not performed — and the customer may be left waiting for an agent who will never arrive. Before
relying on transfer phrases in your sections, make sure the option is enabled in your project.
:::
How to use it in N2 sections
In the response of the N2 sections that should escalate, write a clear transfer phrase, such as:
- "I'm going to transfer your conversation to a specialist"
- "I'm going to forward your request to an agent"
- "I'm going to transfer your case to our team"
Transfer phrase
N2 section with phrase
Since detection works by interpretation, you don't need to use these exact phrases — but the more direct and unambiguous
the transfer promise is, the more reliable the detection.
:::warning Be careful with transfer phrases in N1 sections. If an N1 response contains a transfer promise, ClaudIA may
transfer a conversation that should have stayed with her.
In INTERACTIVE sections ("Fluxo Controlado" / Controlled Flow), on the other hand, detection is not applied: messages
sent inside flows do not trigger Detect Transfer. To transfer inside a flow, use the Controlled Flow's own transfer.
:::
How to track it in the dashboard
The % of tickets escalated by Detect Transfer is shown in the Hub Dashboard, on the "Métricas de Retenção" (Retention
Metrics) tab, in the "Proporção de razões de transferência em tickets N2" (Share of transfer reasons in N2 tickets)
chart, under the name "Claudia detectou ação de transferência" (Claudia detected a transfer action).
Transfer reasons dashboard
The tickets appear in the "Quantidade de tickets / RazĂŁo de TransferĂŞncia" (Ticket count / Transfer Reason) table as
"Claudia falou que ia transferir o atendimento" (Claudia said she would transfer the conversation).
Tickets table
Notes
- To understand the transfer reasons: How ClaudIA and the audit process work
- To transfer without notifying the customer: How to remove the Handover message
- For other escalation options: How to set up handover by message limit · Transfer on frustration
