Hand-offs between agents

Let one agent pass a conversation to another, like a front desk sending callers to Sales or Billing.

1. Create the other agents first, for example Billing and Support.
2. Open the front-desk agent and go to Hand-offs.
3. Add each agent it can pass to, and say when, for example “The customer asks about refunds, invoices or payments”.
4. Save. From then on, the other agent answers in the same call or chat.

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