Handoff integration
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
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.,+14155551234). - Description – When this handoff should be used (e.g., “When the caller requests to speak with billing”).
Test your handoff
- Add the handoff as an action on a Managed Topic.
- Test in Sandbox by triggering the topic that should initiate the transfer.
- Verify the call routes to the correct destination.