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Setting up a handoff Destination with Twilio

Setting up a handoff destination allows your voice agent to transfer calls to a specified number using Twilio integration. Follow these steps to set up a handoff destination:

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Prerequisites

To enable this functionality, the agent must be integrated with a Twilio phone number.

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Steps to setup handoff destination

  1. Find the call handoffs
    • On the agent details page, locate the sidebar and click on “Call Handoffs.”
  2. Add a new handoff
    • Click the “Add Handoff” button.
  3. Fill in handoff details
    • A new window will pop up with fields to fill in:
      1. Handoff destination name
        • Provide a user-friendly name for the handoff destination.
      2. Extension/Number
        • Enter the number where the call will be handed off. This number must start with a ”+”.
      3. Description
        • Add a description explaining the purpose or details of this handoff destination.
  4. Complete the setup
    • Click the “Add” button to finish setting up the handoff.
By following these steps, you can successfully set up a handoff destination with Twilio integration, enabling your voice agent to transfer calls as needed. For further assistance, please refer to our Support Page or contact our support team.