Hand off a conversation to a person or another agent
No agent should handle everything. A sales agent shouldn't settle a billing complaint, and nobody wants a bot when they're upset. A handoff passes the conversation to someone better placed: a person on your team, or another AI agent.
Find it: Sidebar → Agents → open an agent → Skills → the People group, plus Role and When done, hand off to at the bottom
Pick your path: person or another agent?
| The situation | Hand off to | Skill to turn on |
|---|---|---|
| The customer asks for a real person, is upset, or disputes money | A person, now | Talk to a human |
| A caller needs staff on the line right away (urgent, VIP, complaint) | A person, joined to the call | Talk to a human (on a call, a teammate is rung and joined in) |
| Staff should know, but the customer doesn't need to wait (a refund request, a change to an account) | Your team, as an FYI | Notify the team |
| The question belongs to another job that another agent does (sales agent gets a support question) | Another AI agent, now | Send to another AI agent (live) |
| Someone else should follow up later (a booking enquiry needs a call back tomorrow) | Another AI agent, later | Send to another AI agent (follow-up) |
| The customer belongs to your other branch or location | Your other workspace | Switch Workspace |
Why it matters: a person costs staff time but solves hard cases. Another agent is instant and free of staff time, but only knows what its own instructions and knowledge say. Use people for judgement and emotion. Use agents for a different, routine job.
Examples from different businesses
- Clinic: the reception agent hears "I have chest pain". It uses Talk to a human with high urgency. It never gives medical advice.
- Real estate: the lead agent qualifies a buyer, then uses Send to another AI agent (follow-up) so the site-visit agent books a visit tomorrow.
- Loan recovery: a borrower says "I already paid". The reminder agent uses Notify the team so finance can check, and keeps the chat polite.
- Hotel: the booking agent gets "the AC in room 204 is broken". It uses Send to another AI agent (live) to pass the guest to the in-stay agent.
- Retail: a customer wants to return a damaged item. The agent uses Talk to a human so a person can approve it.
Details and steps:
- Hand off to a person — Talk to a human and Notify the team
- Hand off to another AI agent — Send to another AI agent and Switch Workspace
Roles: how handoffs know where to go
Handoffs don't name a person or an agent. They name a role, like "front desk", "sales" or "billing". Whoever holds that role today picks it up. This way, a handoff still works when staff change or you replace an agent.
- People get roles under Sidebar → Settings → People. See Team routing.
- Agents get a role in the Role setting below.
Set the agent's Role
Role tells Voxido which job this agent does. Other agents use it to find this one. It doesn't change how the agent talks.
- Open your agent → Skills and scroll to the bottom. You'll see: Role and When done, hand off to.
- Click the Role box and pick a role. Each one shows what it's for and who it usually hands off to. You'll see: a "Role updated" message. For an agent that's already saved, the role is saved at once.
- If no role fits, click Use a custom role key, type a short name (for example
spa_agent), and click Set. You'll see: the new role is added to your workspace and picked. You can manage roles later in Sidebar → Settings → Agent roles.
Pick No specific role for a general agent. It then won't receive handoffs from other agents.
Set "When done, hand off to"
This is the role that takes over when this agent escalates or transfers and the agent doesn't name anyone itself.
- Click the When done, hand off to box. You'll see: a list of roles, and No handoff override at the top.
- Pick the role that should take over, for example "Front desk".
- Click Save at the top right. You'll see: "Saved".
When you pick a Role, Voxido fills this in with that role's usual handoff, if it's empty. No handoff override means "use the role's usual handoff".
Make sure someone holds the role
Talk to a human pages the people who hold this role. If nobody on your team has it, Voxido tries your company's default role, then anyone active, so the request still reaches a person. Give the role to at least one person in Settings → People so it goes to the right one.
Write it into the instructions
Skills only give the agent the ability. Your instructions say when to use it. For example:
If the customer asks for a person, is angry, or disputes a payment,
use Talk to a human. Tell them a team member is joining.
If they ask about a booking change, use Send to another AI agent
with the role "reservations".See Writing instructions.
Common problems
The agent says "connecting you" but nobody comes. The skill is off, or nobody holds the role. Turn on the skill in Skills, then give the role to a person in Settings → People.
The handoff went to the wrong team. Check When done, hand off to, and name the right role in your instructions.
"Send to another AI agent" alerted a person instead. No active agent holds that role. Give the target agent that Role and make sure it's Active.