Let's configure an agency's sales assistant to pass the conversation to the support assistant as soon as the customer mentions an after-sales topic, and see the full result: what the customer sees in the chat and the notice the operator gets. ## 4.1 Checking the allowed destination 1. Go into **AI agents** and open the **Sales Assistant** — the one that handles the agency's web chat by default. 2. Scroll down to **"Handoff"** and check the **Support Assistant** box under "Allowed destinations" (section 2.1). With this, it could already hand off on its own initiative (for example, if the customer explicitly asks for it). For it to happen **automatically** on a keyword, a rule is also needed. ## 4.2 Adding the rule 1. Tap **"Add rule"** (section 2.2). 2. Under **"Keywords"**, add **"after-sales"** and **"warranty"**. 3. Leave the **mode** on **"Keeps the conversation"** — the Support Assistant will handle it from then on. 4. Check that the **destination** is the Support Assistant. 5. Tap **"Save"** (section 2.3). The result is exactly section 2's: destination checked, a rule with the two keywords, changes saved. ## 4.3 What the customer sees in the chat A customer writes over the agency's web widget: *"Hi, I have an after-sales question: the boiler in the apartment I bought a month ago is making a weird noise, is it under warranty?"* > **Note — The first message is still answered by the source assistant** > > Even though the keyword fires the rule on that same turn, whoever replies to that first message is still > the **Sales Assistant** — the handoff applies right after. Starting with the customer's **next** message, > whoever replies is now the Support Assistant, on the same thread and with no notice in between. It's > exactly how a real person would behave: finish replying first, then pass the case on. ## 4.4 The notice in the inbox An operator goes into **Conversations** and opens this conversation. They see the handoff notice (section 3) right above the messages, with the names of both assistants involved and the reason — "rule configured by the tenant" in this case, because it was automatic, not on the assistant's own initiative. **Result:** the customer had a single, smooth conversation; behind the scenes, two different assistants split the work — sales first, support after — and your team has a full trail of when and why the switch happened.