Step 1: Create a User
Go to 👉 Users.
Create a new user who will be part of the human intervention flow.
Step 2: Assign to a Team
Go to 👉 Teams.
Assign the created user to a team so they can receive transferred conversations.
Step 3: Create a New Stage
Enter the pipeline where you want to set up the transfer.
Click on Add Stage.
Select the Human Intervention type.
In the Human Forward Message field, write the message you want the human agent to receive (example: “Customer requires assistance with billing”).
Choose whether the transfer will go to a specific user or a team.
Check the Silent option if you want the transfer to be made in the background without a visible notification for the customer.
Step 4: Connect the Stage with Previous Conditions
Go to the Workforce section in the menu and locate the created Pipeline.
Connect the Human Intervention Stage with a previous step.
Set the conditions under which the transfer will be made (example: “If the customer writes ‘talk to a human’ or ‘issue with order’”).
Step 5: Video Demo
https://www.loom.com/embed/05b778d5304742b283f665a31ab57553