Go 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.  ## 2.1 Allowed destinations Check the box for every assistant this agent can pass conversations to. A paused assistant can also be checked as a destination — it shows up with the "Paused" label so you're aware. ## 2.2 Handoff rules (force it) A rule makes the handoff happen **automatically**, without the assistant having to decide it. Tap **"Add rule"** and fill in at least one of these criteria: - **Keywords**: type a word and press Enter (or the "Add" button) to keep adding more. - **Unresolved turns (threshold)**: if the conversation has gone more than a certain number of turns without progress. - **When explicitly requested**: the customer directly asks to talk to that area. Also choose the **mode** — "keeps the conversation" (the destination handles it from then on) or "consults and returns" (the destination resolves its part and the conversation returns on its own to the source) — and the **destination**, which can only be one of the ones checked in "Allowed destinations". ## 2.3 Saving Tap **"Save"**, at the top right of the section. The change is active instantly — nothing needs to be restarted. ## 2.4 Handing off to the human team on its own initiative At the bottom of the section there's a toggle: **"Can pass the conversation to the human team on its own initiative"**. It comes **off by default**. Turn it on if you want the assistant to be able to ask someone on your team for help without an escalation rule forcing it — for example, facing a sensitive situation it recognizes on the fly. This is different from the usual human-escalation rules (Manual 23): here it's the assistant itself deciding, not an automatic condition.