Handoff

Problem

Without an explicit way to transfer the conversation, the team is stuck choosing between two bad options: keep the wrong agent on the line and let it bluff through territory it cannot really handle, or restart the conversation with a new agent and make the user repeat themselves. A naive transfer that just changes which agent is responding loses the context that has accumulated in the transcript. Worse, repeated transfers can ping-pong between agents that each think the other is the right one, with nothing detecting the loop.

Solution

Define a handoff tool. The current agent invokes it with target agent and a context summary. The target agent receives the summary plus the original conversation and continues from there. Loop detection prevents thrash.

When to use

• Mid-conversation routing must transfer context to a more appropriate specialist.
• Multiple specialised agents exist and not every conversation belongs to one.
• A summary plus the original conversation is enough for the target to continue.