If you have several assistants — one for sales, another for support, another for capturing leads… — handoff lets one pass the conversation to another when the topic goes beyond its scope. For example: a customer writes to the sales assistant asking about the warranty on something they already bought — the sales assistant recognizes that’s the after-sales team’s business and hands the conversation off to the right assistant, with no need for the customer to repeat anything or notice the switch.
What handoff is and what it's forIf you have several assistants — one for sales, another for support, another for capturing leads… — handoff lets one pass the conversation to another when the topic goes beyond its
Configuring allowed destinations and rulesGo into AI agents, choose the assistant you want to be able to hand off (the source) and scroll down to the bottom of its record, to the "Handoff" section.
What the operator sees in the inboxWhen you open a conversation that was handed off, a notice shows up right above the messages: "Handed off: [source assistant] → [destination assistant] · [reason]".
Step-by-step case: Sales automatically hands off to SupportLet's configure an agency's sales assistant to pass the conversation to the support assistant as soon as the customer mentions an after-sales topic, and see the full result: what t
Frequently asked questionsCan I hand off to an assistant from another agency or another tenant?