Initiate a Live Agent Handoff from Agentic Apps

The Agent Handoff Event transfers conversations from an AI agent to a live agent when required. Handoff is managed through the Automation Node in AI for Service, which routes the request according to its connection rules.

This same configuration can also trigger other conversational agents or workflows via AI for Service.

Agent Handoff Event triggered → Platform passes context to AI for Service Automation Node → Automation Node routes to live agent

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Prerequisites

• Both AI for Service and the Platform applications must be in the same workspace.
• The relevant channel flows (for example, chat, voice) must be configured in AI for Service.
• Integrate AI for Service and the Platform using the Automation Node.

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Step 1: Configure the Agent Handoff Event in Agent Platform

1. Navigate to the Events page.
2. Select and open the Agent Handoff Event.
3. Update the Description to specify when the event should trigger. The default triggers when human intervention is required—either on user request or when available agents and tools cannot fulfill the request.
4. Set the status to Enabled.
5. Configure the parameters to send to the Automation Node in AI for Service during handoff.

Learn more about event configuration →

Step 2: Handle the Transfer in AI for Service

When the Agent Handoff Event fires, the Platform passes control and context data to the AI for Service Automation Node. Set up an Agent Transfer connection on the Automation Node to route the request to the appropriate node based on its connection rules.

Configure an Agent Transfer Node to complete the transfer from the AI agent to a live agent.

Learn more about the Agent Transfer Node →

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