Handover Providers

• A compatible contact center and its connector
• An Endpoint that supports handovers

• Nodes:
  • Handover to Human Agent — initiates the transfer to a human agent.
  • Question — initiates the transfer to a human agent either when a specific Intent is detected or when the AI Agent misunderstands the user’s input.
  • Check Agent Availability — verifies whether human agents are free to take over.
  • Lookup — monitors handover status, for example, completed, canceled, error, queue.
  • Close Handover — ends the handover process when appropriate.
  • Set Handover Inactivity — defines timeouts for inactive handovers.
• Features:
  • User Inactivity Detection — triggers actions based on user silence.
  • Real-Time Queue Notifications — provides live updates on queue status (applicable only to Cognigy Live Agent).

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Working with Handover Providers