Send a rule-based chatbot to the customer agent

Hand off a conversation from a rule-based chatbot to a customer agent by using the Send to Customer Agent action. This allows you to control exactly when the agent takes over the conversation.

You can choose to have the agent use the conversation history to pick up where it left off, send a predefined message, or provide specific instructions to guide the agent's response.

1. In your HubSpot account, navigate to Service > Chatflows.
2. Hover over a chatflow and click Edit. Or, if you don't have an existing rule-based chatflow created, learn how to create a rule-based chatflow. 
3. To add new action, click the add plus icon.
4. In the right panel, under Conversations, select Send to Customer Agent. 
   
   

5. In the right panel, enter the Action name. Then, choose how the customer agent should respond:
   
   • Try to answer the most recent question on the conversation: allow the agent to continue the conversation from where it left off. The customer agent will attempt to respond to the visitor’s most recent message, using the conversation history for context.
   • Reply with the provided message: send a predefined message when the chat is handed off to the customer agent. This message is sent automatically at the time of handoff, regardless of the prior conversation context.
     • In the Reply with the provided message text box, enter a standard greeting, acknowledgment, or instruction. 
     • Use the toolbar in the bottom left to add rich text formatting (e.g., bold, italics, etc.), insert files or videos, or add personalization tokens.
       
       

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1. • Try to answer the provided question given the context of the conversation: provide the agent with instructions to guide their response based on the previous conversation.
     
     • In the Try to answer the provided question given the context of the conversation field, enter instructions for the customer agent. For example, Based on the previous message about pricing, help the visitor find a plan that meets their needs.
     • In the bottom left, click the attach Attach icon to insert files, or add a personalization token.

6. To execute the Send to Customer Agent action only during the chat's business hours, select Respect office hours. 
7. To determine what happens if the customer agent isn't available, click the If the customer agent is unavailable, assign to dropdown menu and select Specific users and teams, Contact owner, or No one. 
8. After setting up your action, at the bottom, Click Save.