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What agent handoff is

When a bot has multiple agents, it needs to know when to move from one to another. The Agent Handoff tab is where you configure those handoff rules — if you’re not yet sure when it’s worth splitting your bot into several agents, see Design principles. Each rule has two parts:
  1. Reason for the handoff — a natural-language description of when the handoff should happen. The LLM uses this text to decide, during the conversation, whether to trigger it.
  2. Destination — which agent it transfers to. It can be a fixed destination, or it can depend on one or more conditions on context variables (see below).
Agent Handoff tab with a configured rule (collapsed)

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How to add a rule

1

Open the Agent Handoff tab

Inside the agent editor, click the Agent Handoff tab.
2

Click Add agent handoff

A new rule is added, expanded and empty.
3

Write the Reason for the handoff

Describe in natural language when the handoff should happen. Be specific — the LLM uses this text to make the decision. For example: “when the customer confirms their minimum payment.”
4

Choose the destination

If the handoff always goes to the same agent, select it directly under Transfer to. If the destination depends on a variable, add one or more conditions (next section).

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Connecting agents by dragging on the Canvas

You can also start a handoff rule without opening this tab: directly from the canvas, by hovering over the right edge of a node.
1

Hover over the right edge of the source agent

A blue connection arrow appears.Connection arrow appearing when hovering over the edge of a node
2

Drag the arrow to the destination agent

While you drag, a dashed line is drawn between the two agents.Dragging the connection from one agent to another
3

Drop it on the destination agent

The Create handoff panel opens — the same form you saw above (Reason for the handoff, optional conditions, Transfer to), just already preloaded with the destination.Create handoff panel opened from the canvas, with source and destination preloaded
4

Fill in the Reason for the handoff and create the rule

Same as if you’d built it from the Agent Handoff tab.
It’s the same rule, two ways to create it: from the source agent’s Agent Handoff tab, or by dragging on the canvas. Use whichever feels more convenient depending on whether you’re already looking at the full flow or editing a specific agent.

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Examples of Reason for the handoff

The most effective Reason for the handoff describes the contact’s intent, not the exact wording they might use. The LLM is flexible in its interpretation — you don’t need to cover every possible phrasing.

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Conditions based on context variables

Besides the Reason for the handoff, each rule can have one or more conditions that directly compare a context variable against a value — no need to describe it in natural language or write code:
  • Variable — the variable’s name (one from the campaign file, or one you calculated in the Logic tab).
  • Operator — the comparison to apply (=, >, <, among others).
  • Value — the value it’s compared against.
You can add several comparisons within the same condition with Add comparison, and several conditions with Add condition — each condition points to its own destination agent in Transfer to. If no condition is met, the bot transfers to the default agent you set (optional). For example, to route based on pago_minimo (a numeric variable coming from the campaign file):

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Evaluation order

The bot evaluates conditions in the order they’re loaded: the first one that’s met determines the destination agent. If none is met, the default agent is used (if you configured one). Keep this in mind when ordering conditions that could overlap — the more specific one should go first. It’s one of the most common mistakes when building these rules — see Common mistakes.
Before publishing, use Open conversation to simulate different context values and confirm that each rule triggers the correct agent handoff.