Live handoff

Live handoff connects a caller to a prepared destination when the call path selects that action.

Prepare the destination

Confirm that the destination is current and that the person or team expects these calls. Keep destination setup separate from qualification logic so it can be updated without rewriting criteria.

Use a destination that can accept the expected traffic and identify forwarded calls appropriately. Verify the number by calling it directly before testing the agent-to-team connection.

Define availability and fallback

Decide what should happen when the destination is closed, unavailable, or does not complete. A fallback can direct the caller to another ready action, such as message taking.

If Message Taking is the fallback, confirm Take messages is On in Call Handling > Reception. A fallback is only useful when its own feature is ready.

Do not promise that a person is available unless the current setup can support that statement.

Test the complete path

Use a real call to verify:

1. the correct conversation path selects handoff;
2. the intended destination receives the connection;
3. an unavailable destination reaches the configured fallback;
4. Agent Center records the outcome accurately.

Run the available and unavailable tests separately. Note the call time and what the receiving team observed so you can compare it with the Inbox status.

A spoken “I’ll connect you” is not enough to prove completion. Use the activity record and the receiving team’s observation.

If the path does not complete, follow Handoff did not complete.