Effective agent handoff preserves the full conversation context so the human agent can continue seamlessly without asking the customer to repeat information. Key elements include trigger conditions (sentiment detection, keyword matching, explicit request), routing rules (skill-based, round-robin, priority), and context transfer (conversation history, customer profile, intent classification).
In InboxCentral, agent handoff is built into the bot builder as a dedicated node type. You can configure handoff triggers, choose the target team or agent, and pass structured metadata alongside the conversation.