Configure the handoff

After you complete the initial configuration and share your credentials, your Ada team deploys the connector and finishes the backend setup. When that is complete, the Twilio Flex block becomes available in your AI Agent and you can configure the handoff. Each handoff hands control of the conversation to Twilio Flex, where it is routed to a human agent; when the Flex task is completed, control returns to the AI Agent.

Your Ada team will complete the backend integration setup, including deploying the Twilio Flex connector and making the Twilio Flex block available in your AI Agent. Contact your Ada representative to confirm this step is finished before proceeding.

Add the Twilio Flex block

Each handoff uses the Twilio Flex block to escalate the conversation to a human agent in Twilio Flex.

To add the Twilio Flex block:

In your Handoff answer, add the Twilio Flex block.
Provide the two required Ada ID fields:
- conversation_id
- end_user_id

When a handoff connects to Twilio Flex successfully, the integration populates two metavariables on the conversation:

agent_system_twilio_flex_conversation_id
agent_system_twilio_flex_agent_name

Test the handoff

It is recommended to test the handoff end-to-end before adding it to any live handoff dialogues. The integration can run at the same time as existing handoff integrations, so there is no downtime during configuration.

To test the handoff:

Log in to the Twilio Flex agent desktop and set yourself to available.
Trigger a handoff from the AI Agent. The conversation appears as a task in Twilio Flex.
As the agent, accept the task and exchange messages with the end user. Messages are relayed in both directions between the agent and the end user.
Complete the task in Twilio Flex. Control returns to Ada, and the AI Agent resumes responding in the conversation.