The Agent Handoff node transfers control of the conversation from the bot to a human agent.
ucb-handoff label in Intercom)Choose a Support Team to send the conversation to that team's queue. Without one, it stays in the team an earlier Assign Support step put it in, or goes to the deployment's default team, or the flow's. With no team anywhere, every agent can see it.
Choose a Support Agent to give the conversation straight to that person, as long as they can see it in its team. Without one, the deployment's default support agent takes it, or the flow's, again only when they are on the conversation's team. When nobody is named, a team that assigns handoffs in turn hands it to its next member; otherwise the team's members pick it up themselves.
Intercom deployments also apply their own handoff assignment settings.
Handoff Message
handlebars
The message displayed to the user when transferring to a human agent.
Supports Handlebars syntax:
{{variable_name}}
Support Team
support_team_selector
The team whose queue receives this conversation. Leave empty to use the deployment's or the flow's default team.
Pick one of your workspace's support teams. Only that team's members, and the workspace's owners and admins, can see the conversation once it is in the team's queue. Support teams are managed under Support.
Support Agent
inbox_agent_selector
The agent to give this conversation to. Leave empty to use the deployment's or the flow's default support agent, or the team's next member in turn.
Pick an agent with an inbox seat in this workspace. When a support team is also chosen, only that team's members are offered.