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Agent handoff with context

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J

Jake

Last updated on Aug 15, 2026

Triggers

A handoff happens when the user:

  • Types one of the Agent request keywords (default: agent, human — configurable per inbox)
  • Selects a menu item that leads to a handoff

What happens on handoff

  1. The bot replies with the configured Handoff message.
  2. A private note is added to the conversation with:
    • The intent path (🧭 e.g. Browse Menu → Support)
    • Any form answers collected so far
  3. The conversation is marked with bot_handed_off and its status is set to Open, so it appears in the agents' queue.

For your agents

The note is private — only your team sees it. It's visible in the conversation view when they open it, so they immediately know what the customer was doing and what data was already collected. No more asking for order numbers twice.

Configure

  • Agent request keywords — Settings → Messages
  • Handoff message — Settings → Messages
  • Handoff context toggle — Settings → Leads & Alerts