The Handoff Node enables seamless transition from automated agent conversations to human intervention when issues require personal attention or fall outside the agent’s capabilities.

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Purpose & Functionality

Immediately stops the agent’s execution for the user and prevents further automated message processing for that conversation, setting the status to handoff. It does not use a prompt and signals that the conversation requires external intervention (e.g., transfer to a human).

Unlike other nodes, the Handoff Node does not have a prompt configuration since its purpose is to immediately exit automated processing.

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Configuration

  • Name: A label for the node on the Canvas
  • No prompt configuration is necessary or used

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Use Cases

  • Escalating complex issues
  • Transferring conversations to human support agents
  • Handling sensitive requests requiring human judgment
  • Managing situations where the agent can’t resolve an issue
  • Allowing for supervision of specific conversation paths

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Best Practices

  • Place Handoff Nodes at strategic points in your Agent Graph where human intervention might be necessary
  • Consider using a Default Node before the Handoff Node to explain to the user that they’re being transferred
  • Create clear edge conditions leading to Handoff Nodes
  • Ensure you have a system in place to monitor and handle conversations in “handoff” status
  • Document common reasons for handoffs to improve your Agent Graph over time

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Implementation Example

A common implementation pattern is to have a Default Node explain the handoff before transferring:

Default Node (preceding the Handoff Node):

Inform the customer that for this complex issue, you'll connect them with a specialist 
who can better assist them. Let them know someone will review their conversation 
shortly.

Handoff Node: Simply add this node after the explanation node with no additional configuration.

Default Node

The most versatile node for general conversation

Knowledge Base Node

Access specific knowledge sources for responses

Warm End Node

Gracefully conclude conversations