Agent Handover

An agent handover lets one agent pass the conversation to another agent. Imagine a general agent that welcomes visitors, and a specialist that takes care of billing. When a visitor needs billing help, the first agent hands the conversation over to the specialist, so the visitor always talks to the right agent.

Teams use handovers to send people to a specialist, to route them based on what they need, or, in training programs, to move a trainee from a coach to a roleplay persona. When a handover happens, the current session ends, and a new conversation begins with the target agent.

A handover is created in Interactive Content. So in the sidebar, we open Interactive Content, and the page opens with the list of interactive content for this project.

Once you are there, you will see all the interactive content in this project. To add a new one, click Create. A window opens, with all the types of interactive content.

Here are all the types of interactive content you can add. Because we want an agent handover, we pick Handover, the type that passes a conversation from one agent to another, and a form opens with its fields.

Let's go through the fields from the top. First, the name. It is only for you and other admins, and end users never see it. The headline is the title users see, and if you leave it empty, the agent writes one for you.

The tool description tells the agent when to use this handover. If an agent has several handovers, it chooses between them using this text, so make each one clearly different.

Then comes the handover target. Only published agents can be chosen, and the handover always uses each agent's latest published revision, so you do not need to touch it when an agent is republished. Let's open the list, and you will see the published agents of this project.

If you choose none, the assistant picks the best matching published agents, up to the number you set here. Choose one agent, and the conversation is handed over to it directly. Choose several, and the user chooses from exactly those agents.

Show as detail renders the handover as a detail view in the conversation. The user first sees the target agent's card, so they know who they are about to talk to. It is off by default, and then the conversation starts straight away.

Global makes this handover available to every agent in the project. If you leave it off, only agents that reference it can use it. You add it in the agent's Objective, Business Process Steps or Guardrails with the Reference button, together with a short line telling the agent when to hand over.

When you are ready, click Create Interactive Content, and the handover is saved and added to the list.

And here is your new handover, in the list. Remember to connect it to an agent, or turn on Global, so it can be used.