What you will accomplish
The human receives the relevant customer identity and reason for escalation, and the conversation reaches the intended team.
Before you begin
Complete handoff setup. Decide which customer variables are trusted, which information the team needs, and which queue or inbox should receive the request.
Configure context and routing
Collect the escalation details
Before the handoff, collect the customer’s request and any necessary reference such as an order number. Store a short summary in a variable if you will use Custom context. Avoid copying unrelated personal information.
Choose the context mode
Select Full transcript to send conversation history, Custom to send the selected variable, or None to omit both. Confirm the selected variable has a value before the step executes.
Map customer fields
For Custom Handoff, map End user ID to your authenticated customer ID when available. Do not treat an ID typed by the visitor as proof of identity. Email, name, phone and language are separate fields. If no end-user ID is configured, the runtime falls back to the Voiceflow user ID.
Set the destination
Set Queue ID to a value your integration service recognizes. The service must translate it to the provider’s queue, team, skill, or inbox. Validate it against an allowlist; never construct an arbitrary provider URL from this value.
Verify the receiving workspace
Escalate two test conversations with different routing values. Check identity, context, and destination in the support platform. Confirm optional empty fields do not prevent creation.
Verify the result
The receiving teammate can explain why the customer escalated without asking the customer to repeat it. Both routing tests land in the expected team. See Connection API for the exact request fields.