Handoff
The transfer of a task from one agent, bot, or team to another, along with the information and responsibility needed to continue it.
On this page
Source content checked . English translation published 2026-10-27.
In business automation
A good handoff includes the reason, current state, and actions already taken. It differs from a brief approval request, where the same process waits and resumes after a decision.
Examples
These examples illustrate a possible workflow. Adapt the connections and rules to your own systems.
Business process example
A service bot identifies a request it cannot resolve and transfers the order details and inquiry summary to an agent. The bot stops writing in that conversation until the handling is explicitly returned to it.
Relevant tools
- Chatwoot
- A support inbox allows assignment to an agent and team. Coordinate the bot's behavior during the handoff.
What to check
- Opening a task does not prove that anyone accepted it. Define a queue, an owner, and an alert for handoffs that are not acknowledged.