If you have several assistants — one for sales, another for support, another for capturing leads… — handoff lets one pass the conversation to another when the topic goes beyond its scope. For example: a customer writes to the sales assistant asking about the warranty on something they already bought — the sales assistant recognizes that’s the after-sales team’s business and hands the conversation off to the right assistant, with no need for the customer to repeat anything or notice the switch.
There are two ways it can happen:
- On the assistant’s own initiative: it recognizes the situation mid-conversation and decides to hand off.
- Through a rule you configure: keywords, too many turns without resolution, or the customer explicitly asking for it — when it’s met, the platform hands off automatically, without waiting for the assistant to decide.
The destination can be another one of your assistants, or the human team (the latter, only on the assistant’s own initiative and with a toggle you turn on — section 2.4).
Note — By default, no assistant can hand off to anyone
Until you check at least one allowed destination for an assistant (section 2.2), that assistant can’t pass the conversation to any other — it’s an allowlist, never the other way around.
Requirements: configuring destinations and rules is exclusive to the Admin and Editor roles. Seeing the notice in the inbox (section 3) is open to the whole team.