Teams
Handoff Rules
Define exactly when an AI agent should step aside for a human — and how the handoff sounds.
Triggers
- Explicit request — The caller asks for a person, a manager, or a callback.
- Sentiment — Repeated frustration signals across three or more turns.
- Keyword — Emergency, legal, or compliance terms you define.
- Failure — The agent cannot complete a required tool call twice in a row.
Handoff styles
| Style | What the caller hears | What the human gets |
|---|---|---|
| Cold | "Connecting you now." | A ringing call, no context |
| Warm | Short hold with context capture | A whisper summary before connecting |
| Async | "Someone will call you back." | A CRM task with the transcript |
After the handoff
The transcript, collected fields, and tool results are attached to the call log so the human never asks the caller to repeat themselves.