Agent handoff
What is agent handoff?
Agent handoff allows a bot to seamlessly transfer a conversation to a human agent when the bot cannot resolve the user's issue or when the user explicitly requests human help.
Using the Assign node
Add an 'Assign to Agent' node to your flow. You can route the conversation to a specific department (e.g., Support, Sales) or to a specific team member.
Setting expectations
Before the handoff, use a 'Send Message' node to inform the user that they are being transferred to a human. E.g., 'I'm transferring you to our support team. Someone will be with you shortly.'
Context transfer
All data collected by the bot (answers to questions, variables) remains visible in the conversation thread so the agent has full context when they take over.