Human Transfer – AI Settings

Let end-users jump from your AI assistant to a live agent during (or outside) business hours, while collecting any details your team needs to help them faster.

Prerequisite : Connect Helpdesk Integration

Before you start, make sure at least one helpdesk integration is active (Integrations → Helpdesk Integration).

Alhena Dashboard
Sidebar → AI Settings
Connect Tool tab
Click Settings in Set hours for transfer card

(You should now see the screen shown below.)

1 · Business hours tab

1.1 Choose availability

Option

What happens

Enabled 24/7

Requests are always routed to a human agent.

Set custom hours

Routing follows your schedule (steps 1.2–1.3).

1.2 Pick a timezone

All hand-off rules are evaluated in the selected timezone.

1.3 Define hand-off hours

Tick each day you serve live chats.
Set Start and End times for that day.
Leave unchecked days marked unavailable.

Example (split Friday schedule):

Day

Start

End

Monday–Thursday

9:00 AM

5:00 PM

Friday

10:45 AM

5:45 PM

Sat / Sun

—

Unavailable

1.4 Collect additional information

Toggle each field Enabled and, if mandatory, Required.

Field

Typical use-case

Email (enabled + required)

Create tickets / send transcripts

Name (enabled)

Friendly greeting

Phone number

Call-back workflows

1.5 Configure user messages

Slot

When it shows

Example

Before transfer

Immediately after user requests a human

“I’m transferring you to …”

Form title

Above the info-collection form

“Please enter your email to get connected.”

After transfer

After the form is submitted

“Your query has been captured…”

2 · Outside business hours tab

2.1 Enable / disable Human transfer outside business hours

ON – Allow human transfer even after outside business hours (sections 2.2–2.3).
OFF – Shows a single fallback message (section 2.4).

2.2 Collect info (Outside business hours)

You can ask for the same or different fields than during business hours. Example: only email, always required.

2.3 Custom messages (Outside business hours)

Configure Before, Form title, and After just like in step 1.5. Keep the tone clear that an agent may take longer to reply.

2.4 Unavailable fallback

If Outside business hours transfer is disabled, users see one message instead:

“We are not available right now, please contact ...”

2.5 List of holidays for the year

What it does Every date you add here disables all human-transfer routing for 24 hours, no matter which business-hour rule would normally apply.

Add a holiday

Click Add holiday +.
Enter an internal label (e.g. “Independence Day”).
Choose the date.
Save changes.

Tip Use descriptive names for holiday, so that AI can inform to user.

Edit or delete

Action

How

Change date

Click the date field → pick a new day.

Remove

Click the 🗑️ icon.

Removing a holiday immediately re-enables live transfer if the current time now falls inside an active schedule.

3 · Save changes

Click Save Changes at the bottom of either tab. A confirmation toast appears if the update succeeds.

Behaviour matrix

Time window

Transfer toggle

Result

Message flow

Business hrs

✅ Transfer

Before → Form → After

Outside hrs