> ## 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.

# 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.

## 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

<WrittenBlock kind="diagram" data='{"caption":"A customer stays in one support journey","dir":"v","items":[{"node":{"title":"AI agent","sub":"Understand the request"}},{"arr":{"label":"Then"}},{"node":{"title":"Handoff","sub":"Pass context and request human support"}},{"arr":{"label":"Then"}},{"node":{"title":"Human agent","sub":"Reply from the support platform"}},{"arr":{"label":"Then"}},{"node":{"title":"Resolution","sub":"End the session or follow a configured return path"}}]}' />

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](/docs/documentation/handoff/setup) · [Choose a platform](/docs/documentation/handoff/platforms) · [Connect your support platform](/docs/developers/handoff/connect)