Handoff framework
/ Route escalations into Human Desk. Configure urgency, tags, and default assignees per agent.
How it works
When your agent signals escalation, the framework creates a Human Desk ticket: urgency, tags, assignee, transcript, and the summary your agent passed. Configure defaults per agent before traffic arrives.
Support Agent slot
Your agent API
Deploy your LLM or bot. Return escalate: true when a human should take over.
→
Handoff framework
Urgency + tags + assignee
Human Desk ticket
Transcript + summary from your agent
Routing fields
| Field | You set via |
|---|---|
| Urgency | handoff payload or agent config — low, medium, high, critical |
| Tags | handoff payload — billing, safety, returns, etc. |
| Assignee | default per agent or triage in Human Desk |
| Desk | Human Desk queue |
Configure
- 1
Agents → Escalation
Set Human Desk on and default assignee in https://yourwebsite.com/dashboard/desk.
- 2
Connect your agent
Implement escalate: true in your chat stream or call POST /handoff/ticket.
- 3
Test handoff
Trigger escalation from widget or API and confirm ticket lands in Human Desk.