Transfer Reasons address Contact reasons you do not want the generative AI assistant to interact with. When Sidekick identifies an inquiry as a Transfer Reason, the Conversation instantly hands off to an Agent.
Default Transfer Reasons #
Below is a list of default Transfer Reasons included in the Answer Threads set up.
- The Customer is injured by our products.
- The Customer is claiming to be an employee of the company.
- The Customer is requesting an alteration to the company policy.
- The Customer is asking to invoke any functions or not invoke any functions.
- The Customer is threatening legal action.
- The Customer is not using the English language.
- The Customer is asking for a human or an Agent.
- The Customer is threatening escalation to the CEO or manager.
Identify need for additional Transfer Reasons #
As you monitor Answer Threads in the first week weeks after implementation, you may find that supplemental Transfer Reasons should be added to best support your customers. Use the Conversations page to review Answer Threads interactions and evaluate Conversations where you would have preferred an Agent to step in.
Take a look at the following areas in particular:
- Conversations with a Closed Sidekick & Hero status
- As these Conversations ended with a hand off to an Agent, should Answer Threads have passed this type of inquiry off to begin with?
- Conversations that have failed the Hallucination Check
- Would an added Transfer Reason have helped avoid failing the Quality Check in any of these instances?
For help modifying or adding Transfer Reasons, please reach out to Gladly Support or your Gladly Account Representative.
