The Disable LAT Functionality feature allows administrators to configure whether a user can initiate a transfer from the bot to a human/live agent. When this functionality is disabled, the system prevents live agent escalation and instead guides the user to alternative support channels.
This configuration is customer-specific and can be enabled or disabled per tenant and its backend configuration.
Note
These LAT functionalities are configurable according to the customer requirement.
Setting | AIW response |
|---|---|
Enabled | Users can request and connect to a human agent |
Disabled | Human handoff is blocked; alternate guidance is shown |
To view the working functionality of the disabled LAT, perform the following steps:
Log in the application.
Enter prompt on the AIW chat asking to connect to a human agent. AIW gracefully guides the user to connect to their IT helpdesk indicating that chat transfer to a human agent is disabled.
User: connect me to a human agent.
AIW Bot: Reach out to your IT Helpdesk….png?sv=2026-02-06&spr=https&st=2026-07-21T12%3A01%3A55Z&se=2026-07-21T12%3A12%3A55Z&sr=c&sp=r&sig=9OXtJxtcKZETNIH6Bd0EUrkFEFZKgApz7hCzzm1g9xc%3D)
Figure: Disabled LAT response