> ## Documentation Index
> Fetch the complete documentation index at: https://docs.poly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Handoff integration

> Set up handoff destinations with Twilio

Configure handoff destinations so your agent can transfer calls to live agents or specific departments through your Twilio-connected number. When a handoff triggers, the call routes to the destination number you specify.

## Prerequisites

* Your agent must be [integrated with a Twilio phone number](/telephony/twilio/how-to-integrate-voice).
* You need the phone number or extension for each transfer destination.

## Setup

<Steps>
  <Step title="Open Call Handoffs">
    Click **Call Handoffs** under **Build** in the sidebar.
  </Step>

  <Step title="Add a destination">
    Click **Add Handoff** and fill in:

    * **Handoff destination name** – A descriptive label (e.g., "Billing support", "Front desk").
    * **Extension/Number** – The phone number to transfer to, in [E.164 format](https://www.twilio.com/docs/glossary/what-e164) (must start with `+`, e.g., `+14155551234`).
    * **Description** – When this handoff should be used (e.g., "When the caller requests to speak with billing").
  </Step>

  <Step title="Save">
    Click **Add**. The destination is now available for use in [Managed Topics actions](/managed-topics/how-to-setup-action/handoff) and [functions](/tools/return-values).
  </Step>
</Steps>

## Test your handoff

1. Add the handoff as an [action on a Managed Topic](/managed-topics/how-to-setup-action/handoff).
2. Test in **Sandbox** by triggering the topic that should initiate the transfer.
3. Verify the call routes to the correct destination.

## Next steps

<CardGroup cols={2}>
  <Card title="Call Handoffs overview" icon="phone-volume" href="/call-handoff/introduction">
    Configure SIP methods and headers for transfers
  </Card>

  <Card title="Handoff API" icon="code" href="/api-reference/handoff/introduction">
    Retrieve handoff context programmatically
  </Card>

  <Card title="Twilio Flex integration" icon="diagram-project" href="/integrations/voice/twilio">
    Advanced contact center routing
  </Card>

  <Card title="Phone number integration" icon="phone" href="/telephony/twilio/how-to-integrate-voice">
    Set up your Twilio number with PolyAI
  </Card>
</CardGroup>