Can I hand off to an assistant from another agency or another tenant? No — allowed destinations can only be assistants from your own workspace.
What’s the difference between “keeps the conversation” and “consults and returns”? In the first mode, the destination takes over from then on (and could, in turn, hand off again if it has its own allowed destinations). In “consults and returns”, the destination resolves its part and the conversation returns on its own to the source assistant once it’s done — with nobody having to hand it back by hand.
Can a conversation already in a human operator’s hands be handed off? No — handoff only applies while the AI is handling the conversation. If a person on the team has already taken it, it’s outside this mechanism.
Can I see all of an assistant’s handoff rules without being able to edit them? Yes — with a role that has no write permission (viewer), the “Handoff” section shows in read-only mode, with the same summary of destinations, rules, and the pass-to-human toggle.
Does this affect what the customer sees of the AI disclosure notice? No — the general notice that they’re talking to an artificial intelligence (mandatory by law) still shows up the same way on the channel, unchanged; handoff doesn’t add or remove any additional notice to the customer.