# Control Over Auto-Transfer Behavior in Customer Agent

**URL:** <https://community.hubspot.com/t/control-over-auto-transfer-behavior-in-customer-agent/131106>\
**Category:** HubSpot Ideas\
**Tags:** chatflows\
**Created:** [May 6, 2025, 5:33am UTC](https://community.hubspot.com/t/control-over-auto-transfer-behavior-in-customer-agent/131106 "2025-05-06T05:33:22Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![MElshikhdeeb](https://avatars.discourse-cdn.com/v4/letter/m/3d9bf3/32.png) [@MElshikhdeeb](https://community.hubspot.com/u/MElshikhdeeb)\
**Post date:** [May 6, 2025, 5:33am UTC](https://community.hubspot.com/t/control-over-auto-transfer-behavior-in-customer-agent/131106/1 "2025-05-06T05:33:22Z")

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We propose adding a configurable setting within the Customer Agent that allows users to control the automatic transfer behavior when a customer requests to speak with a human agent (e.g., by saying “transfer” or “حولني”).

**Current Limitation:**

- The system currently initiates an immediate transfer upon such requests without evaluating if it’s necessary.
- There is no built-in setting to disable or customize this behavior.
- This leads to premature transfers that could have been resolved by the Customer Agent, reducing its efficiency and increasing load on support teams.

**Proposed Benefits:**

- Reduces unnecessary escalations to human agents.
- Improves customer experience by allowing the agent to attempt resolution first.
- Optimizes support team workload by filtering only critical cases for transfer.

**Suggested Solution:**

- Add a toggle or rule-based setting to:

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**Author:** ![LauraRedCircle](https://avatars.discourse-cdn.com/v4/letter/l/4bbf92/32.png) [@LauraRedCircle](https://community.hubspot.com/u/LauraRedCircle)\
**Post date:** [July 9, 2025, 11:48pm UTC](https://community.hubspot.com/t/control-over-auto-transfer-behavior-in-customer-agent/131106/2 "2025-07-09T23:48:32Z")

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We’re having this issue, too. Despite adding keywords in the short answers, the bot hands off conversations that are easily answerable through our Help articles and short answers for no discernible reason.

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**Author:** ![JGrantz](https://avatars.discourse-cdn.com/v4/letter/j/41988e/32.png) [@JGrantz](https://community.hubspot.com/u/JGrantz)\
**Post date:** [February 20, 2026, 2:57pm UTC](https://community.hubspot.com/t/control-over-auto-transfer-behavior-in-customer-agent/131106/3 "2026-02-20T14:57:51Z")

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Agreed.

We are seeing the same behavior.  
When testing the Customer Agent, where you can see the pages it is pulling the responses from, it would be nice to be able to edit the specific sources for those responses only, not remove the page completely from the content sources.