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?
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
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”?
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
thank you @PamCotton