What is live agent handoff?
Live agent handoff lets a customer move from your AI agent to a human in your support platform. Voiceflow relays the conversation and records human-agent messages in the transcript. You decide when to escalate and what should happen when the human conversation ends.
When to escalate
Use handoff when a customer asks for a person, a request needs human approval, or the agent cannot resolve the issue. Collect only the information your support team needs before transferring.
Choose a native connection for Genesys, UJET, Kustomer, Dixa, or Zendesk. For another platform, use the live agent handoff connection API through a service you host. The current connection picker calls that option Custom Handoff.
A CRM tool that creates a ticket is different from an active handoff: the handoff connection carries replies back to the customer.
How the conversation moves
The support platform owns agent availability and assignment. Your Voiceflow flow owns the escalation decision and fallback. Web chat and SMS have different presentation capabilities; do not assume a web attachment or button works over SMS.
Example: an order needs an exception
Your agent checks an order but cannot approve an exception. It collects the order number and explains that a person will help. The handoff sends the reason and customer details to the support team. A teammate replies in the support platform; the customer receives those replies in the same conversation. If you configure a return path, the AI can ask whether anything else is needed afterward. This is a flow you configure, not a built-in order process.
Connection requirements
Custom connections require a developer and an HTTPS service implementing the connection API. API access, account permissions, routing and attachments depend on the support platform. A successful connection request does not mean a human has joined. Check availability in your workspace: the Custom Handoff option is controlled by feature availability.
Choose your next step
Set up handoff · Choose a platform · Connect your support platform