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June 6, 2024

Create context-specific handoffs your AI Agent can trigger dynamically

Your AI Agent might need to hand customers off to human agents for a variety of reasons, and the best way to perform those handoffs can vary for different situations. Now, you can create multiple handoff scenarios for your customers, and you have more options to help your AI Agent when to trigger them:

  • You can add a name and description to a handoff. When your AI Agent knows it has to hand a customer off to a human agent, it uses these and the conversation it’s had with the customer to decide which handoff is appropriate to perform.
  • You can add availability rules to a handoff. Based on variables associated with your customer (e.g., which browser they’re using), you can make a handoff available to some customers but not others.

For more information, see Manage how your AI Agent hands customers off to live agents.