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Recipe: Let Kai answer first

Hand new chats to a live Chat AI Agent (Kai) so customers get an immediate first response. Escalate to humans with a second workflow when Kai transfers.

AI Agent and Assign Human Agent cannot both be in the same workflow. Use a separate workflow for human handoff.

Before you begin

Build and Publish a Chat AI Agent so it is Live. Only Live agents can be selected in the AI Agent action. See the product guide under Chat AI Agent (Kai).

Steps (first response)

  1. Go to Workflow and click New workflow.

  2. Name it, for example AI first response.

  3. Trigger: When new chat room is open.

  4. Condition (optional): for example Business hour is Outside, or an AI Condition like "general product question".

  5. Action: AI Agent, then select your live Kai agent. Optionally add Send Message (Fixed) as a greeting first.

  6. Save and keep the workflow enabled.

Escalate to humans

Add a second workflow:

  1. New workflow.

  2. Trigger: When an AI agent transfer chat room.

  3. Action: Assign Human Agent (agent or queue).

  4. Save.

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