Can I configure my AI agent to prevent conversation handoff to agents?

Question

How do I avoid automatic handoff to my team of agents? I don't want end users to contact a human. The AI agent is the only option. My support flow is impacted. I want the AI agent to act as a self-service tool and avoid unintended escalations.

Answer

Prevent handoff to agents by removing every escalation option. Instead, define a custom response that tells customers that no handoff will happen and offers any workaround. Test and monitor the result.

Use the sections below to find your settings:

AI agents - Essential

Note: If the word Essential appears in your AI agents settings, you use this feature.

In Admin Center, click AI in the sidebar, then select AI agents > AI agents

Click the name of the AI agent you want to edit

Click the Messaging behavior tab, then click each message to view it

Remove the options to reach an agent:

In the Start of the conversation tab, deselect Add option to talk to a human

In the AI agent replies tab > click Helpful, then deselect Add option to talk to a human

In the AI agent replies tab > click Unhelpful, then deselect Add option to talk to a human

In the If the AI agent can't answer the question tab, deselect Add option to talk to a human

Click the Escalation tab > Show a custom response > Under Message*, write a message to tell customers that no handoff will happen

Tell customers to use a different channel, such as a website, form, email address, or telephone number, and that this AI agent can't create a ticket

Click Publish AI agent

Test and monitor the workflow to understand the AI agent experience and pinpoint any pitfalls

Adjust your workflow based on any step that blocks a smooth experience for your customers

Plan to train your AI agent over time to improve its performance

AI agent for messaging (Legacy)

Note: If you drafted or published an AI agent as of February 2, 2025, you use AI agent for messaging (Legacy).

Create an answer with the flow of your choice:

In Admin Center > click AI in the sidebar, then select AI agents > AI agents

Click the name of the AI agent you want to edit

Click the Answers tab, then click Create answer

Select the type of answer you want to use, for example Get promo code > Next

Remove any Transfer step, if you see it in the workflow

Click Transfer > In the top right corner of the page, click ... > Delete this step

Hover over the stage you want to update and click + > Send message step, or edit any current Message step

Under AI agent message, add the message you want to share with your customer

Tell customers to use a different channel, such as a website, form, email address, or telephone number, and that this AI agent can't create a ticket

Click Done

Click the Messaging behavior tab, then in each sub-tab, remove any option named Talk to a human

Under Answers (up to 10), include the answer you worked on in step 4

Click Publish AI agent

Test and monitor the workflow to understand the AI agent experience and pinpoint any pitfalls

Adjust your workflow based on any step that blocks a smooth experience for your customers

Plan to train your AI agent over time to improve its performance

AI agents - Advanced

Note: This feature is available if you purchased the AI agents - Advanced add-on.

In AI agents - Advanced, in the top right corner, use the AI agent dropdown to select the AI agent you want to edit a dialogue for

In the main menu on the left, click Content > Use cases for zero-training AI agents or Content > Intents for expression-based AI agents

Select the Use case or Intent that contains the dialogue you want to edit

Select the Replies tab

Select the reply you want to edit

Click Edit dialogue to open the dialogue builder

Hover over any Escalation block that may appear > click Escalation

Click the trash icon to remove the option to speak to an agent

Where the escalation was, click the + icon > add an AI agent message block and include the message you want to share with your customer

Tell customers to use a different channel, such as a website, form, email address, or telephone number, and that this AI agent can't create a ticket

Publish your changes

Test and monitor the workflow to understand the AI agent experience and pinpoint any pitfalls

Adjust your workflow based on any step that blocks a smooth experience for your customers

Plan to train your AI agent over time to improve its performance

Note: To identify which feature you use, see this article: About AI agents.