Handoff Node

The Handoff node escalates the current conversation from the bot to a live human agent via a Contact Center as a Service (CCaaS) integration. It transfers the conversation context, places the user in a queue, and sends a transition message.

When to Use

• The bot cannot resolve the user's issue and a human agent is needed.
• The user explicitly asks to speak with a person.
• A condition in the flow determines that the issue requires human intervention (e.g., sensitive account changes, complaints).
• You want to provide a seamless transition from bot to agent with full conversation context.

Configuration

Property	Description	Default
CCaaS Integration	The CCaaS provider integration to use. Selected via the integration selector.	None (required)
Handoff Type	How to route the conversation: agent (specific agent), queue (named queue), skill (skill-based routing), or external (external system).	agent
Queue Name	The queue to place the user in (for queue handoff type).	Empty
Skill Requirement	The required agent skill (for skill handoff type, e.g., "billing", "technical-support").	Empty
Priority	The priority level for the handoff request.	normal
Transfer Message	Message displayed to the user while waiting for an agent.	"Transferring you to an agent..."
Context Summary	Automatically generate and pass a summary of the conversation to the agent.	true

imageHandoff node config panel showing CCaaS integration selector dropdown, handoff type radio buttons for agent/queue/skill/external, queue name field, priority dropdown, and transfer message text area

Handoff node configuration with CCaaS integration selector

Supported CCaaS Providers

Provider	Description
Genesys Cloud	Route to Genesys Cloud queues and agents
8x8	Route to 8x8 Contact Center queues
Amazon Connect	Route to Amazon Connect contact flows
Google CCAI	Route to Google Contact Center AI agents

Configure your CCaaS integration in Settings > Integrations before using the Handoff node.

Priority Levels

Priority	Description
low	Standard queue position
normal	Default priority
high	Elevated priority, placed ahead in queue
urgent	Highest priority, immediate routing

Context Summary

When Context Summary is enabled, the node automatically generates a summary of the conversation and passes it to the receiving agent. The summary includes:

• Key topics discussed
• Variables collected (e.g., account number, order ID)
• Actions already taken by the bot
• The reason for escalation

This gives the agent full context without the user having to repeat themselves.

TIP

Always enable Context Summary. Agents are significantly more effective when they can see what the bot already discussed with the user.

imageChat widget showing a transfer message bubble informing the user they are being connected to a live agent, with a waiting animation indicator

Escalation message shown in the chat widget

Transfer Message Customization

Use {{variable}} interpolation in the transfer message:

Thanks {{user_name}}, I'm connecting you with a {{skill_requirement}} specialist.
Your estimated wait time is {{estimated_wait}}.

Fallback Behavior

If no agents are available or the CCaaS integration is unreachable:

• The node's output handle fires, allowing you to connect a fallback path.
• Use a Message node to inform the user (e.g., "All agents are currently busy. We will call you back within 24 hours.").
• Optionally, offer to create a support ticket or schedule a callback.

WARNING

Always connect the output handle to a fallback path. If the handoff fails and there is no fallback, the conversation will end without informing the user.

Handles

Handle	Direction	Description
Input	In	Receives execution from the previous node
Output	Out	Fires after the handoff is initiated (use for fallback or post-handoff actions)