## 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