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

# Genesys handoff integration

AI Agent conversations can now be escalated to a human agent in Genesys Cloud. The integration creates a new Open Messaging conversation routed through your Inbound Message flow and bidirectionally relays messages and attachments between the end user and the Genesys agent. It also supports custom attributes, an optional agent display name override, and transfers between agents and queues without ending the handoff.

Learn more in the [Genesys handoff documentation](/docs/handoffs/genesys).