Handoff
Passes a task to a person, with the full exchange attached, when agents shouldn't finish it alone.
The problem
Some requests need judgment: policy exceptions, disputes, emotionally difficult situations, and amounts above what a mandate allows. Transfers today usually lose context, so the person handling it starts over.
How it works
- Your policy, or either agent, flags the task.
- The task waits for a person.
- Your team sees the full record in the help desk they already use.
- The person's decision goes back to both agents and into the Ledger.
Open standards
A2A task states such as input-required and auth-required signal that a task is waiting. Handoff connects that signal to your support team's tools.
Availability
In development. First connector: Zendesk. Each review becomes a ticket with the full exchange, and the decision comes back from a tag on the ticket.
Questions
- Which help desks?
- Zendesk first.
- Does the calling agent see our internal notes?
- No. Only a public reply written with the decision is passed on.
Next module: Front Door