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Add a handoff action to a Managed Topic so your agent can transfer callers to a live agent or specific department when the topic is matched. For voice, this routes the call via SIP; for webchat, this can connect users to live chat agents.
Before adding a handoff action, you need at least one handoff destination configured. See Call Handoffs for setup instructions.

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How handoff actions work

When a topic with a handoff action is matched, the agent follows your prompt to decide whether and when to transfer the call. You can configure the handoff to happen immediately (direct handoff) or after asking the caller if they want to be transferred (offer handoff).

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Adding a handoff trigger

Add a handoff to a topic’s Actions field using any of these methods:
  1. Type / in the Actions field and select Call handoff
  2. Right-click in the Actions field and choose Call handoff from the menu
  3. Click the + icon on the right side of the field and select Call handoff

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Selecting the destination

  1. After selecting Call handoff, choose an existing handoff destination from the dropdown.
  2. To create a new destination, click + Add handoff. You will be redirected to the Call Handoffs page to configure the SIP method, route, and headers.

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Writing the action prompt

The prompt controls when the handoff triggers. Common patterns: Offer handoff (recommended for most cases): 
After the caller says they would like to be handed off to an agent, call {{handoff_destination}} to transfer the call to an agent.
Direct handoff (no agent reply): 
Immediately call {{billing_support}} to transfer the call. Do not respond to the caller first.
Conditional handoff: 
If the caller's issue is about billing, call {{billing_support}}. If it's about technical support, call {{tech_support}}.
Last modified on March 24, 2026