> ## Documentation Index
> Fetch the complete documentation index at: https://www.voiceflow.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Handoff context and routing

> The human receives the relevant customer identity and reason for escalation, and the conversation reaches the intended team.

## 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](/docs/documentation/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

<Steps>
<Step title="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.
</Step>
<Step title="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.
</Step>
<Step title="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.
</Step>
<Step title="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.
</Step>
<Step title="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.
</Step>
</Steps>

## 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](/docs/developers/handoff/connection-api) for the exact request fields.