How handover works
Handover moves one conversation from the agent to your team. The agent decides to hand over, writes a summary for whoever picks it up, and stops replying. The conversation joins your team's queue, Duvi offers it to someone who is available, and that person replies from the Inbox.
The agent hands over for one of five reasons, and the Inbox shows the reason beside the summary:
| Reason in the Inbox | When the agent uses it |
|---|---|
| The customer asked for a person | The customer asked to speak to someone. |
| Duvi was not confident in its answer | The agent could not answer something consequential with confidence. |
| The request looked risky | The request was outside what the agent should handle. |
| The customer seemed upset | The conversation turned negative. |
| A tool Duvi needed failed | A lookup or action the agent depended on did not work. |
The agent writes the summary for someone with no prior context: what the customer wants, what the agent already tried, and what is still unresolved.
Connect a team
Open the agent, then Handover. Human team chooses the organization that takes over when this agent cannot help. Select it under Team and save.
Create an organization
Create one under Organizations in Studio if you have none. See Organizations.
Choose the team
On the agent's Handover section, select the organization under Team, then Save. Only organizations you own can accept handover.
Check where it works
Read Where handover works on the same page. Each channel shows On or Off with the reason.
Selecting No team turns handover off for the agent. The agent then keeps every conversation to itself.
Where handover works
A person can take over only where the agent is live and your team accepts handover on that channel.
| Channel | Messages | Live calls |
|---|---|---|
| Website | Yes | No |
| Yes | Yes | |
| Phone | Yes |
The organization's Settings, Handover tab, turns each of these on or off for the whole team under Accepts handover. All of them start on.
Where handover works on the agent combines both sides and explains any channel that reads Off:
| Detail | Meaning |
|---|---|
| This agent is not live here | The agent has no connection on this channel. See Channels. |
| Live calls cannot be handed over | The only way in on this channel is a voice conversation in the website widget, which has no handover. |
| Your team is off here | The organization's Accepts handover switch is off for this channel. |
Tell the agent when to hand over
The agent has handover available on every conversation where it works, and it decides when to use it. An agent told only to offer a handover if needed rarely decides that anything is needed. Put conditions in the Boundaries block of the system prompt: whenever the customer asks for a person, after two failed answers in a row, whenever the customer sounds upset.
Then test it in Preview by asking for a person and by being difficult.
What the customer sees
On the website, the widget shows Connecting you to a person while the agent hands over. The customer then receives your queue message, and the widget names the person who takes the conversation, as in Priya joined the chat.
On WhatsApp, the customer receives the same queue message in the chat. A caller waiting for a person hears your hold audio. See Hours and messages for every automatic reply and its default wording.
When your team closes a chat, the customer receives the closing message and a rating question with two answers, Good and Not good. The conversation then returns to the agent, so the customer's next message is answered by the agent again. Closing a call ends the call.