topic Re: Preventing "Agent" from Triggering Automatic Transfer in Luma in Third-Party Apps

Preventing "Agent" from Triggering Automatic Transfer in Luma

brokerkit — Fri, 21 Mar 2025 15:20:41 GMT

Hello! I'm using Luma with HubSpot, and I've noticed that when a user says the word "Agent," it automatically triggers a "transfer to human." Is there a way to prevent this from happening while still allowing transfers in other appropriate scenarios?

Re: Preventing "Agent" from Triggering Automatic Transfer in Luma

PamCotton — Fri, 21 Mar 2025 20:49:59 GMT

Hey @brokerkit, happy Friday!

To prevent "Agent" from triggering an automatic transfer in Luma, you can adjust the keyword detection settings and add contextual rules to check if the user actually wants to speak to a human.

You could also customize the chatbot’s responses to ask a follow-up question, instead of immediately transferring.

To our top experts, @franksteiner79 and @Lucila-Andimol do you have any other recommendations for @brokerkit matter?

Thank you,

Pam

Re: Preventing "Agent" from Triggering Automatic Transfer in Luma

brokerkit — Fri, 21 Mar 2025 21:21:16 GMT

Thanks for the reply @PamCotton! Where do i find those settings, is it this config? if it's blank it means that by default it goes to "Agent"?

Re: Preventing "Agent" from Triggering Automatic Transfer in Luma

PamCotton — Wed, 26 Mar 2025 16:46:55 GMT

Hey @brokerkit,

You're on the right track! If the setting is blank, it typically means it defaults to "Agent."

You can usually find those settings under the "Automation" or "Routing" section in Luma's configuration. Look for any rules or triggers related to agent assignment and adjust them accordingly.

Kindly,

Pam

Re: Preventing "Agent" from Triggering Automatic Transfer in Luma

brokerkit — Thu, 27 Mar 2025 13:34:05 GMT

thank you @PamCotton

Re: Preventing "Agent" from Triggering Automatic Transfer in Luma

PamCotton — Thu, 27 Mar 2025 20:20:23 GMT

No problem, @brokerkit, let us know if that works.

Kindly,

Pam