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Handoff Settings
Handoff Settings allow you to configure how AI assistants transfer conversations to other specialized assistants. Control handoff behavior, message templates, and guardrails to ensure smooth customer experiences.
What are Handoffs?
Handoffs occur when an AI assistant transfers a conversation to another assistant that is better suited to handle the customer's needs. Handoffs enable:
- Specialization: Route conversations to experts
- Better Service: Match customer needs with the right assistant
- Efficiency: Reduce response time for specialized queries
- Scalability: Distribute conversations across multiple assistants
Handoff Configuration
Enable/Disable Handoffs
Toggle handoffs on or off for your tenant:
- Enabled: Handoffs will occur based on routing rules
- Disabled: All conversations stay with the initial assistant
Note: Even when disabled, routing rules can still route initial conversations to specific assistants.
Handoff Message Templates
Configure the message sent to customers when a handoff occurs.
Message Style
Choose from preset message styles:
- Default: Standard professional handoff message
- Professional: Formal, business-focused tone
- Casual: Relaxed, conversational tone
- Brief: Short and direct
- Detailed: Comprehensive explanation
- AI Generated: Let AI create contextually appropriate messages
Custom Templates
Create custom message templates using placeholders:
{agent_name}- Name of the new assistant{task_description}- Description of what the assistant specializes in{customer_intent}- Detected customer intent (sales, support, etc.)
Example Template:
I'm going to connect you with {agent_name}, who specializes in {task_description}. They'll be able to help you better with {customer_intent}.Handoff Guardrails
Guardrails prevent excessive handoffs and ensure a smooth customer experience.
Maximum Handoffs Per Conversation
Limit how many times a conversation can be transferred:
- Default: 3 handoffs per conversation
- Range: 1-10 handoffs
- Purpose: Prevent handoff loops and ensure conversations reach resolution
Example: If set to 3, a conversation can be transferred up to 3 times before handoffs are blocked.
Cooldown Periods
Prevent rapid successive handoffs:
Minimum Messages Between Handoffs
- Default: 2 messages
- Purpose: Ensure the new assistant has context before another handoff
- How it works: At least N messages must be exchanged before another handoff can occur
Minimum Minutes Between Handoffs
- Default: 5 minutes
- Purpose: Give the assistant time to address the customer's needs
- How it works: At least N minutes must pass before another handoff can occur
Prevent Handoff Loops
Enable loop prevention to avoid circular handoffs:
- Default: Enabled
- Purpose: Prevent Assistant A → Assistant B → Assistant A scenarios
- How it works: System tracks handoff history and prevents returning to recently used assistants
Maximum Handoffs Per Hour
Limit total handoffs across all conversations:
- Default: No limit (null)
- Purpose: Control overall handoff volume
- Range: Set a number (e.g., 10) or leave unlimited
Note: This applies to all conversations combined, not per conversation.
How Handoffs Work
Handoff Process
- Routing Rule Matches: A routing rule detects keywords or intent
- Guardrail Check: System verifies guardrails allow the handoff
- Handoff Message: Customer receives handoff notification
- Transfer: Conversation is transferred to target assistant
- History Recorded: Handoff is logged in conversation metadata
- Future Messages: Subsequent messages use the new assistant
Guardrail Evaluation
Before a handoff occurs, the system checks:
- Max Handoffs: Has conversation exceeded max handoffs?
- Cooldown Messages: Have enough messages been exchanged?
- Cooldown Time: Has enough time passed since last handoff?
- Loop Prevention: Would this create a handoff loop?
- Hourly Limit: Has hourly handoff limit been reached?
If any guardrail blocks the handoff, it is prevented and the current assistant continues.
Best Practices
Message Templates
- Be Clear: Explain why the handoff is happening
- Set Expectations: Let customers know what to expect
- Be Professional: Match your brand voice
- Keep It Brief: Don't over-explain
Guardrail Settings
- Start Conservative: Begin with default settings
- Monitor Performance: Track handoff frequency and success
- Adjust Gradually: Modify settings based on data
- Test Changes: Test guardrail changes before deploying widely
Routing Rules
- Specific Rules: Create specific routing rules for common scenarios
- Test Rules: Test routing rules with sample conversations
- Monitor Matches: Review which rules are matching
- Refine Over Time: Continuously improve routing logic
Troubleshooting
Handoffs Not Occurring
- Check if handoffs are enabled
- Verify routing rules are active and matching
- Review guardrail settings (may be too restrictive)
- Check if target assistant exists and is active
Too Many Handoffs
- Reduce max handoffs per conversation
- Increase cooldown periods
- Review routing rules (may be too broad)
- Enable loop prevention
Handoff Messages Not Sending
- Verify message template is configured
- Check template syntax (placeholders correct)
- Review conversation logs for errors
- Ensure handoff is actually occurring
Guardrails Too Restrictive
- Increase max handoffs per conversation
- Reduce cooldown periods
- Disable loop prevention if needed
- Review hourly limits
Integration with Routing Rules
Handoff Settings work together with Routing Rules:
- Routing Rules: Define when handoffs should occur
- Handoff Settings: Control how handoffs are executed
- Guardrails: Prevent excessive or problematic handoffs
Example Flow:
- Customer mentions "refund" (keyword in routing rule)
- Routing rule matches → triggers handoff to billing assistant
- Handoff Settings check guardrails
- If allowed, handoff message is sent
- Conversation transfers to billing assistant
Next Steps
- Learn about Routing Rules - Setting up handoff triggers
- Learn about Assistants Overview - Understanding assistants
- Learn about Configuration - Assistant settings