Visit the call data section if you are looking for a guide on setting up handoff states for the first time using the Conversations API.
Adding handoff triggers to the knowledge base
You can add “trigger handoff” into the knowledge base in three ways:- Type ”/” in the card’s “Actions” field
- Right-click in the card’s “Actions” field
- Click the + icon on the right side of the field
Selecting the Handoff Destination
After performing one of the actions above, you will see the “Call handoff” option. Follow these steps:-
Find the “Call Handoff” Option
- Look for “Call handoff” in the menu that appears.
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Select an Existing Handoff Destination
- You will see a list of existing handoff destinations you have created. Select the one you want to use.
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Create a New Handoff Destination (Optional)
- If you need a new destination, click ”+ Add handoff” to create a new handoff destination. You can fill in the details as required.