> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.ada.cx/docs/handoffs/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.ada.cx/_mcp/server.

# Handoffs

> **Tip**
>
> **Not sure where to begin?** Explore our [Getting started](/docs/welcome/getting-started) guidelines to set up your first AI Agent, review [Key concepts](/docs/welcome/key-concepts) to understand the essentials, or check out [Improvement tactics](/docs/welcome/improvement-tactics) to resolve issues and keep things running smoothly.

Your AI Agent learns from [Knowledge](/docs/knowledge) and can also use features like [Actions](/docs/automation/tools/api-tools), [Processes](/docs/automation/processes), [Coaching](/docs/optimization/coaching), and more to automate and refine its responses. You can also define the AI Agent’s [personality](/docs/setup/persona).

After setting up these core components, you can configure your AI Agent's handoffs. Each Handoff defines how your AI Agent escalates customer conversations to human agents or support systems. It ensures a smooth transition by passing along relevant context.

This section covers how to manage handoffs in your AI Agent. You’ll learn about different [handoff scenarios](/docs/handoffs/handoff-management#situations), [how variables work within handoffs](/docs/handoffs/handoff-management#variables), and [how to edit them as needed](/docs/handoffs/handoff-management#edit). Additionally, you’ll see [how to view and manage handoff versions](/docs/handoffs/handoff-management#versions) to keep conversations running smoothly when transferring to human agents or external systems.

![Handoffs](/_fern-img/81372fbd93f3a99ee7d68aec10807be2b3bcde0d4f774bffbcef6f513497a258.webp)

---

Have any questions? Contact your Ada team, or email us at [](mailto:help@ada.cx?subject=Help%20Docs%20inquiry).

> Overview

## Docs

- [Handoff management](https://docs.ada.cx/docs/handoffs/handoff-management.md)
- [Text block](https://docs.ada.cx/docs/handoffs/handoff-management/blocks/text-block.md)
- [Link block](https://docs.ada.cx/docs/handoffs/handoff-management/blocks/link-block.md)
- [Capture block](https://docs.ada.cx/docs/handoffs/handoff-management/blocks/capture-block.md)
- [Set Variable block](https://docs.ada.cx/docs/handoffs/handoff-management/blocks/set-variable-block.md)
- [Conditional block](https://docs.ada.cx/docs/handoffs/handoff-management/blocks/conditional-block.md)
- [Request block](https://docs.ada.cx/docs/handoffs/handoff-management/blocks/request-block.md)
- [List Option block](https://docs.ada.cx/docs/handoffs/handoff-management/blocks/list-option-block.md)
- [Sign In and Sign Out blocks](https://docs.ada.cx/docs/handoffs/handoff-management/blocks/sign-in-and-sign-out-blocks.md)
- [Fetch Chat Metadata block](https://docs.ada.cx/docs/handoffs/handoff-management/blocks/fetch-chat-metadata-block.md)
- [Email block](https://docs.ada.cx/docs/handoffs/handoff-management/blocks/email-block.md)
- [Scheduled block](https://docs.ada.cx/docs/handoffs/handoff-management/blocks/scheduled-block.md)
- [File Upload block](https://docs.ada.cx/docs/handoffs/handoff-management/blocks/file-upload-block.md)
- [Handoff integrations](https://docs.ada.cx/docs/handoffs/handoff-management/handoff-integrations.md): Overview
- [Transcript summaries](https://docs.ada.cx/docs/handoffs/handoff-management/transcript-summaries.md)
- [Salesforce Handoffs](https://docs.ada.cx/docs/handoffs/salesforce.md): Overview
- [Ada Glass configuration](https://docs.ada.cx/docs/handoffs/salesforce/salesforce-chat/ada-glass-configuration.md)
- [Salesforce Chat block](https://docs.ada.cx/docs/handoffs/salesforce/salesforce-chat/salesforce-chat-block.md)
- [Salesforce user setup](https://docs.ada.cx/docs/handoffs/salesforce/salesforce-chat/salesforce-user-setup.md)
- [Salesforce Action block](https://docs.ada.cx/docs/handoffs/salesforce/salesforce-chat/salesforce-action-block.md)
- [Salesforce Messaging](https://docs.ada.cx/docs/handoffs/salesforce/salesforce-messaging/ada-salesforce-messaging-configuration.md)
- [Salesforce Messaging Handoff setup](https://docs.ada.cx/docs/handoffs/salesforce/salesforce-messaging/salesforce-messaging-handoff-setup.md)
- [Salesforce Messaging field mapping](https://docs.ada.cx/docs/handoffs/salesforce/salesforce-messaging/salesforce-messaging-field-mapping.md)
- [Salesforce Messaging agent availability](https://docs.ada.cx/docs/handoffs/salesforce/salesforce-messaging/salesforce-messaging-agent-availability.md)
- [Zendesk Handoffs](https://docs.ada.cx/docs/handoffs/zendesk.md): Overview
- [Zendesk Chat configuration](https://docs.ada.cx/docs/handoffs/zendesk/zendesk-chat/zendesk-chat-configuration.md)
- [Zendesk Chat Handoff setup](https://docs.ada.cx/docs/handoffs/zendesk/zendesk-chat/zendesk-chat-handoff-setup.md)
- [Zendesk Chat Handoff usage](https://docs.ada.cx/docs/handoffs/zendesk/zendesk-chat/zendesk-chat-handoff-usage.md)
- [Zendesk Messaging](https://docs.ada.cx/docs/handoffs/zendesk/zendesk-messaging.md)
- [Zendesk Support](https://docs.ada.cx/docs/handoffs/zendesk/zendesk-support.md)
- [Zendesk Ticketing](https://docs.ada.cx/docs/handoffs/zendesk/zendesk-ticketing.md)
- [Zendesk SMTP Connector](https://docs.ada.cx/docs/handoffs/zendesk/zendesk-smtp-connector.md)
- [Amazon Connect handoff](https://docs.ada.cx/docs/handoffs/amazon-connect.md)
- [Initial Amazon Connect configuration](https://docs.ada.cx/docs/handoffs/amazon-connect/initial-configuration.md)
- [Configure the Amazon Connect handoff](https://docs.ada.cx/docs/handoffs/amazon-connect/configure-the-handoff.md)
- [Custom contact attributes](https://docs.ada.cx/docs/handoffs/amazon-connect/custom-contact-attributes.md)
- [Additional Amazon Connect actions](https://docs.ada.cx/docs/handoffs/amazon-connect/additional-actions.md)
- [ServiceNow handoff](https://docs.ada.cx/docs/handoffs/service-now.md)
- [Initial configuration](https://docs.ada.cx/docs/handoffs/service-now/initial-configuration.md)
- [Configure the handoff](https://docs.ada.cx/docs/handoffs/service-now/configure-the-handoff.md)
- [Custom fields](https://docs.ada.cx/docs/handoffs/service-now/custom-fields.md)
- [Genesys handoff](https://docs.ada.cx/docs/handoffs/genesys.md)
- [Initial configuration](https://docs.ada.cx/docs/handoffs/genesys/initial-configuration.md)
- [Configure the handoff](https://docs.ada.cx/docs/handoffs/genesys/configure-the-handoff.md)
- [Custom fields](https://docs.ada.cx/docs/handoffs/genesys/custom-fields.md)
- [Gorgias handoff](https://docs.ada.cx/docs/handoffs/gorgias.md)
- [Initial Gorgias configuration](https://docs.ada.cx/docs/handoffs/gorgias/initial-configuration.md)
- [Configure the Gorgias handoff](https://docs.ada.cx/docs/handoffs/gorgias/configure-the-handoff.md)
- [Custom ticket fields](https://docs.ada.cx/docs/handoffs/gorgias/custom-ticket-fields.md)
- [Additional Gorgias actions](https://docs.ada.cx/docs/handoffs/gorgias/additional-actions.md)
- [Freshchat handoff](https://docs.ada.cx/docs/handoffs/freshchat.md)
- [Initial Freshchat configuration](https://docs.ada.cx/docs/handoffs/freshchat/initial-configuration.md)
- [Configure the Freshchat handoff](https://docs.ada.cx/docs/handoffs/freshchat/configure-the-handoff.md)
- [Additional Freshchat actions](https://docs.ada.cx/docs/handoffs/freshchat/additional-actions.md)
- [Help Scout handoff](https://docs.ada.cx/docs/handoffs/help-scout.md)
- [Initial Help Scout configuration](https://docs.ada.cx/docs/handoffs/help-scout/initial-configuration.md)
- [Configure the Help Scout handoff](https://docs.ada.cx/docs/handoffs/help-scout/configure-the-handoff.md)
- [Custom fields](https://docs.ada.cx/docs/handoffs/help-scout/custom-fields.md)
- [Twilio Flex handoff](https://docs.ada.cx/docs/handoffs/twilio-flex.md)
- [Initial configuration](https://docs.ada.cx/docs/handoffs/twilio-flex/initial-configuration.md)
- [Configure the handoff](https://docs.ada.cx/docs/handoffs/twilio-flex/configure-the-handoff.md)
- [Custom fields](https://docs.ada.cx/docs/handoffs/twilio-flex/custom-fields.md)
- [Gladly handoff](https://docs.ada.cx/docs/handoffs/gladly.md)
- [Initial configuration](https://docs.ada.cx/docs/handoffs/gladly/initial-configuration.md)
- [Configure the handoff](https://docs.ada.cx/docs/handoffs/gladly/configure-the-handoff.md)
- [Dixa handoff](https://docs.ada.cx/docs/handoffs/dixa.md)
- [Initial Dixa configuration](https://docs.ada.cx/docs/handoffs/dixa/initial-configuration.md)
- [Custom attributes and tags](https://docs.ada.cx/docs/handoffs/dixa/custom-attributes-and-tags.md)
- [Configure the Dixa Utilities app](https://docs.ada.cx/docs/handoffs/dixa/dixa-utilities-app.md)
- [Live chat handoff](https://docs.ada.cx/docs/handoffs/dixa/live-chat.md)
- [Email conversation handoff](https://docs.ada.cx/docs/handoffs/dixa/email-conversation.md)
- [Upgrade to the Ada chatbot feature](https://docs.ada.cx/docs/handoffs/dixa/upgrade-to-ada-chatbot.md)
- [Update Dixa CSAT](https://docs.ada.cx/docs/handoffs/dixa/update-csat.md)
- [NICE CXone handoff](https://docs.ada.cx/docs/handoffs/nice-c-xone.md)
- [Initial NICE CXone configuration](https://docs.ada.cx/docs/handoffs/nice-c-xone/initial-configuration.md)
- [Configure the NICE CXone handoff](https://docs.ada.cx/docs/handoffs/nice-c-xone/configure-the-handoff.md)
- [Additional NICE CXone actions](https://docs.ada.cx/docs/handoffs/nice-c-xone/additional-actions.md)