Support handoff
Support handoff lets the agent escalate a conversation to your support team when it reaches its limits: the user asks for a person, an issue can’t be resolved, or sentiment turns frustrated. The handoff carries a one-line summary of the problem so it arrives with context.
This is distinct from embedding the agent in your product. For that, see Setup & embed.
When it triggers
Section titled “When it triggers”The agent offers a handoff when:
- The user explicitly asks for a human.
- An issue can’t be resolved from Knowledge or actions.
- Sentiment turns frustrated.
Destinations
Section titled “Destinations”Pick where a handoff goes. Each destination receives the conversation summary and context.
| Destination | What happens | Setup |
|---|---|---|
| Intercom | Hands off into a live Intercom Messenger session, seeded with the summary. | Intercom (code: Intercom handoff) |
| Zendesk | Opens a live Zendesk chat, or an email-to-ticket in the Agent Workspace. | Zendesk (code: Zendesk handoff) |
| Sends the summary and context to a support address for async follow-up. | Configure the address in Integrations. | |
| Webhook | POSTs the handoff to any endpoint so you can route it into your own system. | Point it at your endpoint in Integrations. |
| HubSpot | Pushes the handoff to HubSpot as a support ticket. | Connect HubSpot in Integrations. |
Enable support handoff
Section titled “Enable support handoff”-
Turn on Offer Support Handoff in Style & behavior.
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Choose a destination in Integrations and configure its connection.
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Test a conversation that should escalate (for example, ask for a human) and confirm the handoff arrives with its summary.
Related
Section titled “Related”- Integrations overview: all third-party connections.
- Intercom and Zendesk: destination setup.
- Style & behavior: the toggle that offers a handoff.