Handoff integration

Set up handoff destinations with Twilio

Configure handoff destinations so your agent can transfer calls to live agents or specific departments through your Twilio-connected number. When a handoff triggers, the call routes to the destination number you specify.

Prerequisites

• Your agent must be integrated with a Twilio phone number.
• You need the phone number or extension for each transfer destination.

Setup

1. Open Handoffs

   Go to Voice > Handoffs.

2. Add a destination

   Click Add Handoff and fill in:

   • Handoff destination name – A descriptive label (e.g., “Billing support”, “Front desk”).
   • Extension/Number – The phone number to transfer to, in E.164 format (must start with +, e.g., [phone]).
   • Description – When this handoff should be used (e.g., “When the caller requests to speak with billing”).
3. Save

   Click Add. The destination is now available for use in FAQs actions and functions.

Test your handoff

1. Add the handoff as an action on a Managed Topic.
2. Test over an in-app call in Sandbox, or move your Branch to Staging and call the Staging number, then trigger the topic that should initiate the transfer.
3. Verify the call routes to the correct destination.

Next steps

Call Handoffs overview

Configure SIP methods and headers for transfers

Handoff API

Retrieve handoff context programmatically

Twilio setup in Integrations

Buy a Twilio number or connect your own Twilio account

Phone number integration

Set up your Twilio number with PolyAI