Let’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 the customer sees in the chat and the notice the operator gets.
4.1 Checking the allowed destination
Section titled “4.1 Checking the allowed destination”- Go into AI agents and open the Sales Assistant — the one that handles the agency’s web chat by default.
- Scroll down to “Handoff” and check the Support Assistant box under “Allowed destinations” (section 2.1).
With this, it could already hand off on its own initiative (for example, if the customer explicitly asks for it). For it to happen automatically on a keyword, a rule is also needed.
4.2 Adding the rule
Section titled “4.2 Adding the rule”- Tap “Add rule” (section 2.2).
- Under “Keywords”, add “after-sales” and “warranty”.
- Leave the mode on “Keeps the conversation” — the Support Assistant will handle it from then on.
- Check that the destination is the Support Assistant.
- Tap “Save” (section 2.3).
The result is exactly section 2’s: destination checked, a rule with the two keywords, changes saved.
4.3 What the customer sees in the chat
Section titled “4.3 What the customer sees in the chat”A customer writes over the agency’s web widget: “Hi, I have an after-sales question: the boiler in the apartment I bought a month ago is making a weird noise, is it under warranty?”
Note — The first message is still answered by the source assistant
Even though the keyword fires the rule on that same turn, whoever replies to that first message is still the Sales Assistant — the handoff applies right after. Starting with the customer’s next message, whoever replies is now the Support Assistant, on the same thread and with no notice in between. It’s exactly how a real person would behave: finish replying first, then pass the case on.
4.4 The notice in the inbox
Section titled “4.4 The notice in the inbox”An operator goes into Conversations and opens this conversation. They see the handoff notice (section 3) right above the messages, with the names of both assistants involved and the reason — “rule configured by the tenant” in this case, because it was automatic, not on the assistant’s own initiative.
Result: the customer had a single, smooth conversation; behind the scenes, two different assistants split the work — sales first, support after — and your team has a full trail of when and why the switch happened.